The most ****test service ever....!

On friday 24/01/2020 I requested for a downgrade and the lady that was supposed to help me didn't do her work properly because she only took out the explore functions only and did not downgrade the package. I was under the impression that everything is as I asked her until I get an sms telling me that am disconnected while I have paid for my newly downgraded package. Now that I am trying to resolve this matter am now told that there system is down and the new lady cant open up my newly downgraded package even if she can see that I have made everything on time, I feel it would be fair to get the services I have paid paid for while they still escalate this matter. Now my family will be going without having TV to watch...