Account suspension

We have part of the Teneo "family" for 4 year going on 5 years. I received an email stating that my kids accounts will be suspended if payment is not made within 24 hours. I have reached out to them and asked if they can assist me in helping my kids to finish their test series as I only get paid on he 15th of every month and they refuse to help. We have been very happy with teneo but then this happens and they won't help. I mean payday is next week and I have always paid the fees on the 15.if they then want to suspend the account at least let the kids take the test the week after that. I am just a salary earner and this is the month I get my bonus so I will be able to pay 1 month in advance. But according to me I am not in arrears as my Feb fees was paid in full. And I pay by month.