Issues this time of year when needed to pay

I have been using my app, and accounts for years now with no issues, this weekend i have tried to make payment and i kept getting an error, i tried now and still the same, i called through and the app guy didn't understand what he was doing he asked if the card was new i said yes and it has been activated as i have been using it all this while, he then transfers me to another department as they need to change from secondary to primary, i told him i dont understand what he is saying can he explain it to the person he will be transferring me to but he repeated himself and said that i must just tell them this, the line over and above that was completely bad, then he transfers me only to be told that it was the wrong department, at this time of the year we dont expect to be having issues when payments needs to be done i am already 3 days late with the payment, this is not on!