Extremely disappointed with your service.

I downgraded my line in Dec and it didn't take affect, In Jan I complained and they said it will be sorted and ill get a refund for the difference. Its now the 16/02/2020 and my package is still on 40Meg when it should be 20Meg. I was told that Ill be refunded and that the package change will take affect soon on your WhatsApp chat. It didn't and now again I'm told to email your accounts team? Why did it take 2 hours to upgrade and more than 2 months to downgrade?