Account Downgrade

I requested an account downgrade via the app on 01/10/2019 and was given Ref number. I kept requesting updates and was told downgrade is in process. On 13/11/2019 I received an email from Nicolette De Sousa requesting me to call her back because she did not get hold me. I immediately called back and was told she is busy she will call me in 5 minutes and did not receive a call. I sent her an email and even called again after 2 days and was still told she will give me a call back but never did.