Terrible service, no communication

I was told that pro rata can be paid on the first of the next month, and I was billed incorrectly as the router was delivered late. I have been asking and pleading to get confirmation that my billing will be combined on the following month but they just disconnected my line now: I ask for urgently assistance and I am told that I need to wait and wait for feedback from finance. The debit orders keep going off even though I was told something else