Pathetic service

I called on Sunday evening and informed the consultant to downgrade my package and also cancel my 2 decoder insurances, he mentioned that the insurance department is closed now thus I asked him to forward the details the next day to them, he said yes, I told him I might also call the Monday but please forward to them. When I called yesterday to see if my requests were fulfilled the consultant informed me nothing was done and that she will do the downgrade and then transfer me to the insurance department. I told her I want to speak to a manager as I want to complain, she came back to me and said the manager will call me back as the manager is on another call, I'm still awaiting on this call, unacceptable. Luckily Bing Crosby cancelled my insurance yesterday.