Terms of contract

I needed a payment extension, I had a chat with Nkosinathi who told me I don't qualify for a extention. He first said I already used up my extensions which I told him I've never used it before and he then changed the narrative and said I'm only eligible for a payment extension for a payment extension after my 4th payment when it states on the automated message that it's after 30days of contract being active. He went ahead and ended the chat and sent me a review link and here I am reviewing your terrible customer service of terms you make up in your head Nkosinathi.