customer care mail

Hello my  I recieve a message from. T mobile stated  my phone services will not be terminated until the 29th of January.  I am a retired  firefighter and im in a wheel chair . I recieve a disability  pension check on the 29 . I even have a  email from Maria who stated my service will not be terminated.  but T mobile said they are not honoring it.  I've been a T mobile customer  for 10 years this is horrible