No service at all

Someone accidentally used my membership number to change their plan to a lower plan. Luckily i got an sms and queried this with gems they said they will rectify it last week. And guess what it`s still not fixed and it`s still sitting with the accounts dep. So if the is not getting fixed before the 1st of JAN I will have to stay the whole year on emerald because of someone else mistake? This is totally unacceptable and it`s pathetic service that they still didn`t fix this and need some urgently to have a look at this as the call agent told me the person working on it is on leave. Is that person the only person who can sort out this issue?