Is it possible for an annual plan (Unlimited Premium) to expire after 30 days?

So I'm dealing with a strange issue. I have a line on my account that has expired since yesterday. And I know I paid for a full year for it because I had the receipts to show it. And the weird part is the service is cut off on it and it's asking me to renew it i've already talked with customer service twice about swapping the network over to something else from dark start of warp But then they said there's some kind of hitch that's going on in the back end.

I think this has been an issue for almost a week now. So I just go ahead and actually pay to have it activated again or do I need to contact customer service? Because I'm just as confused as they are.