DSTV is robbing us

Good day

I wanted a downgrade on 26th of September 2019 an agent advice i phone on payment day when I do so they say I cannot downgrade. On 28 September 2019 I call back and laid a complaint with supervisor and they never called me back. While I am typing here I am on the line for 13 minutes waiting to speak to a supervisor. DSTV is robing your people