I subscribe to Microsoft Office 365 and had a payment stuck on an expired credit card. Even though there was a new card, the billing system kept trying the old one.
In a modern cloud service, I would open a service request and expect things to be handled for me. But this is Microsoft. And with the arrogance of the monopolist they used to be, they require you to please show up when they feel like serving you.
Your users expect to be able to submit a service request 24×7 – not to have to wait until standard business hours Monday to Friday.