Contradiction of what has been promised

They are in contradiction with what they say. My account is one month in arrears, the consultant from vodacom told me that they did not get the payment on 20.10.2024. I then said I can make an eft to pay one month and they will then double deduct on 20.11.2024. Then I specifically asked if my line will be suspended and they said no, if it's one month it won't be suspended but should they not get payment on 20.11.2024 then it will be suspended. My line was working just fine until this afternoon, it's now suspended. I spoke to the consultant now and she said yes it is suspended because of one month arrears. Now I don't understand why would one consultant say one thing and the other one says something different.