Billing

I have been a customer for 4 years and this year has been a tough one. I have made and kept past late agreements and I just knew that I'd be able to set up a late payment. I called on Thursday hoping to set up a payment arrangement next week and I was told I couldn't. This was surprising because I've been able to do so in the past (which I explained to the rep). It's extremely disheartening to know that your company will no longer work with your customers. I'm currently in a snow storm and it's important for me to have access to a phone so that I can stay in contact with family. If my phone gets cut off, I will leave when my contract is up in May.

**Bought my phone outright from Apple back in 2014. No insurance.**

I'd prefer to be addressed by someone from the company. Not someone who spends their day collecting badges and telling me their opinion. Thanks.