Terrible service for service down grade request. Feeling ******

Hi On the 31st of Jan 2023 I requested a service down grade with the ticket returned on their app. During the month I started phoning and communicating on whatsapp to homeconnect as I had no response from them. The person then told me there was nothing on their side. this is after I provided the ticket number. The following week I spoke to another person and she said that she can see the request however I must wait for the invoice. To my surprise nothing was changed. Now again the excuse is that I did not complete the process. I also asked for a senior person to contact me however im still waiting. I think its very unfair as I did everything from my side, and home connect did nothing, this including myself following up on my request. To do the new service down grade request it will only be active from 1st May, which means end of April will still be same amount debited. The reason for the downgrade is of a financial matter however Im forced now to pay the same amount till end April. When I app**** for a service upgrade, it was done in a day or 2. How convenient for Homeconnect