Unhappy

I have been a customer for 17 years. I had some financial issues. I phoned in to the collections department and asked if i may reverse my debit order and only pay two lines and then i will pay the rest on a specific date. The consultant advised me it is fine and that is what I did. Only for them to cut off my lines 4 days before arrangements date. Refusing to reactived it before payment. After payment and sending them proof of my bank statement as payment went off on debit order. I am struggling 4 days to get my lines back. There consultant are not taking the same. You are confused.