Utter incompetence and very bad service

I called on 13, 15 and on 20 or 21 January asking for a downgrade from a Compact Plus to Family and I assured by all those Consultants that I have been downgraded, but I wasn’t. The debit order was returned as I provided for R465 (R265+R105+R95). I tried paying the R465 on the website but it automatically inserts the wrong amount. I ended up paying via EFT using my ***. Today, I made call and the Consultant (Sindisiwe) was so *********** that she she could not make a decision and she put me on hold for 30 minutes while looking for a Manager / Supervisor, with no consideration that I’m using a cellphone Which costs me.