Late fees added despite 2 people claiming they wouldn't be on hardship program.

So I had to apply for a hardship plan due to upcoming absences from my work. I checked with two different people on the line if there would be any late fees on this plan since I can't pay anything till the 27th. They both said there would be zero late fees. All of my payments are late by three days on my paused hardship plan :) has anybody ever dealt with this? Contacting them is currently closed till tomorrow at 7am so I can't reach out quite yet.