Terrible Service and No Responses from Iburst

Pathetic Service from iBurst. Sent an email over a month ago asking for a downgrade package where we can still keep the email address as we switched to ADSL. Still have no reply from them. Tried Calling them tonight to ask why my email has not been answered only to be told it went to the wrong department. It seems no one at iburst even has the decency to reply and tell me. Tried getting tech support to assist me only to be told all downgrades, cancellations etc must be sent to retentions who is only open 8-5 mon- fri.