Poor customer service, disappointing

I have had an issue before where my salary was not paid in on time, I phoned Rain a few months ago and the lady who assisted me was very friendly and assisted my moving my promise/payment date to the 28th and reconnected me. This month I have the same issue as my payment date is the 25th, the gentlemen I spoke to this morning was not very helpful and basically said, no payment no wifi. Not really helpful and said it cannot be done.

So now I am confused, why could the lady assist, and he can't?