Poor service delivery

I was trying to downgrade my package from Premium to Compact via the USSD *120*68584# on my pay date but received the response \Account not found.Please open an account on [URL Removed] but I was able to use this USSD previously. <br> I phoned in today and wanted to downgrade since the USSD was giving me issues yesterday and the 2 agents I spoke told me I cannot downgrade now because I must do it on my pay day as the system schedules the downgrade a day before my pay date. I explained to them that I cannot afford the premium package the one said thats just to be bad and my account will be suspended if I do not pay the premium package. I asked to speak to a supervisor and the Agent placed me on hold. I was on hold for over 10 minutes without the agent even coming back to say she was still waiting on the supervisor I ended the call after holding on for abount 15 minutes.<br> You cannot keep me on a package I cant afford. I will consult the ombudsman as well with regards to this."