Pathetic experience with cartrack

Pathetic services from the provider , so customer centricity and i am repeatedly talking to them on client services and accounts department for past 2 weeks and no resolution thus far . Every time i need to repeat the entire story of what I want them to do as they dont keep any history or reference for the requests made.

Their Call transfer does not work at all.

My issues is simply for them to downgrade my contract from R199 per month to R99 Per month and share a copy of agreement with me as earlier i was paying to them through my car insurance company but not i have cancelled the car insurance policy and want Cartrack to revise my contract in my name and downgrade it.

How long it should have taken for them to resolve , A complete ***** .