Long story short my husband was laid off. So unable to pay the bill on due date. We have an average payment plan credit of 148 dollars. Our bill is 48. Was told they can not use that to cover the bill, mind you we have been on time every month before this. Why the hell do I pay extra on months I dont need to an accrue credit if your not willing to let the customer use it?!?! What happens to the credit? Also your customer service agent was horrible, shame on you ONG. In the midst of a pandemic where everyone is hurting you should care more about your customers instead of lining your pockets.