very poor customer service

I have missed payment yesterday on my due date log in today my premium increased by 50%, look through the terms and conditions I see I have 24 hours to make payment if I missed it. I log on contact live chat speaking to Joshua who is so *********** and rude ignored me for more than an hour he says I was changed late fees when I asked why he said I missed payment I say I'm not disputing it, but u give me 24 hours to make manual payment which I'm trying to do and he just send me FAQ'S X2 times