Not willing to escalate

Good day, This morning I called to make a payment arrangement. At first I was given the wrong advise, but understand that the person who assisted me did not have to correct experience. After some discussion she called the relevant department and later confirm that she gave the wrong advise, but then assisted me with the correct advise from the relevant department. We discussed that an arrangement was done and that my line will not be cut until month end (April 2024). After the call, my line was cut. I called and tried to speak to Thapelo, and he was telling me no one can assist, and I must pay. I asked him to escalate the matter, and he refused, saying nobody will be able to assist me, not even his supervisor. It was clear that this individual was not going to try and assist further. I need to get assistance as I feel that I did try my best to ensure an arrangement is made and in place. I further tried to ensure that my lines, which is also my work line is open.