Extremely bad service!

So I called this morning at 10:25 and spoke to a guy (whose name I did not get but if you can check the recording you will get the call) and I asked him to downgrade my package, he made me hold for some while saying system is still busy, then after making me wait he comes back and says system is giving him an error so I need to call back, I told him he needs to call me back cause then that means I’m going to use my airtime again and hold on the q for long, shouted at me explaining he can’t and I told him he needs to make a plan cause it’s not my problem that they have an error (they should’ve closed the call center then) why make peoole hold only to tell them to call again cuse of their own system downtime! I asked to speak to a manager and he shoutingly “put me through” wich I really don’t believe he did, i k ke these call center people and the manager was probably chilling and eating more of my airtime to spite me! So I stoped the line cause I had been on the phone for longer than 10 minutes, what a bad bad baaaaad bad service! From the agent that answer the phone to “holding on for the manager” that was probably just sipping on some tea! That guys must actually call and and apologies I don’t like the ya he shouted at me as if I’m just a child in the street begging for money.