reverse upgrade

I had a consultant upgrade my aunt's contract incorrectly. Now we are trying to reverse the upgrade on 3 accounts. Still waiting to receive a response. All we have is an automatic emails saying "Good Day Thank you for contacting Mobiles Plus Support, Kindly be advised that I have received your query and will look into the below. from Shardonae Beukes" email was sent on 12 Jan 23. This needs to be resolved before the debit order is done. Not a happy customer.