Considering cancellation

AGAIN! SO here we are again, made a payment and being charged late fees because "your account is in arrears". And this after I called and CONFIRMED (and was told the line will NOT be blocked or affected) the payment is showing, but alas, my app states that I still owe the full amount + late fees. Oh and to top all off, I log into the self service website, and I can't check anything because I'm in arrears...How does this work???