Misinformation

Was told to wait till my services are disconnected then I can downgrade on the 31st of July. Today 2nd August call to downgrade only to be told it's not true and was given attitude by agent Esihle and the manager Jonah refused to take my call. What kind of an establishment than cannot transfer a call to a managers desk. WHY DO I HAVE TO PAY THE RECONNECTION FEE WHEN I WAS TOLD TO WAIT.