Bad customer service

Hi i have tried several times to call matrix, as i want to downgrade my package and with no luck i will hold for the next available consulted for more than 3 hours and i will end up dropping the call because i can't hold that long and the guy who installed my car device told to try them in the morning, i will hold for more than three hours irrespective of what time i called. I turned to the guy who installed my car tracking system, he told me to email them which i did and i was given a case number ( Your Case Number Logged ***5) and told that i will be able to downgrade after the 10 October 2022. After that date I've send them another email stating that I want to downgrade, as usual I was given a case number and they never attended to my query. All they care about is deducting money to our account and not what the customer wants. I'm happy with their service at all.