Hi samlamdenpaypal,
Welcome to the Community Forums! Thank you for your first post.
I'm sorry for the experience you've had and for the misinformation given over the phone, I'd just like to clarify that what you've been advised is incorrect.
If you speak with our Collections Team on 0345 142 4444, we can help to process a payment extension, provided you've not had one within the last 6 months. We can do this before your services are suspended. Just to confirm, a promise-to-pay is not the same as a payment extension. Sadly, it's not something we can arrange from here.
I'd advise calling 1 or 2 days before your services are due to be suspended, then we can apply the extension for 7 days time (from the day of the call).
I hope this helps, do let me know if you have any other questions.
Beth