Payment plan

I really don't understand what happened to rain, on a serious note, i just called now and the guy i was talking to doesn't sound like he knows what his doing and he doesn't even answer i tried to explain to him and he kept quiet, can i please have someone who is professional call me as ive been requesting for a call since last year November by billing agent, as they say because what's happening here no ways, tried to explain that i got a new card on Thursday and forgot to change on the app he tells me its not his problem really