NO CHANGE ON MY ACCOUNT - POOR SERVICE!!!!!!!

I have made a request to change and downgrade my account. I have spoken to 4 different consultants and they advised it is been done but it is not done up until today 27.05.2024. this query was done 09 May 2024 and no one changed not and also their service is very poor. I am so disappointed in this its been so frustrating. I was told to send an email to: *** - I have done that but still its going for two weeks and no one has made contact with me.