Pathetic service as usual

I phoned your call centre a few minutes ago and spoke to an *********** consultant who needs some guidance and training. I need to downgrade my package from Compact to EasyView immediately, the agent said that I can only do so effective 1 September but I would still pay the Compact premium on 1 September. He could not provide a proper explanation and when I asked to speak to a manager he just placed me on hold without telling me what he is going to do. Can you listen to my call and provide some coaching to this inefficient agent, can I also be refunded the airtime I wasted making my call, and can a manager who has some customer service skills resolve my query and downgrade me to the EasyView package, please also tell me what my next debit order amount will be. If I do not answer my phone then please respond to me by email.