Disconnected from the internet even though I paid

My service was disconnected even though I made payment as per normal. I had initially requested to change my payment date to the 1st but when I realized that I was disconnected from their service, I immediately paid and my service was restored but yesterday I kept getting messages that they had disconnected me because I did not make payment on the 1st, I sent them a message and called them but they made me wait for a good 10 minutes, I eventually hung up. Still waiting for someone to call me back as they had promised on email.