service stopped prematurely

I am an annual subscriber I pay once a year I called in February asking that they change my payment day , the lady assured me it was done but come March they stopped by service for lack of payment but when I called the call center the gentleman said my payment date was changed and he does not understand why my services was stopped, he said he would escalate nothing happened I sent them a message on facebook they responded and they are still to get back to me . no one has ever got back to me