Appalling service from MTN continues

I Refer to my previous complaint with MTN opened on the 5th of May to which I was promised an email response and I have still not recieved. I have visited a MTN branch to enquire further and downgrade my contract. I was advised that this would be possible by an MTN consultant at this branch but unfortunately did not take her name. I have been turned away told that I cannot downgrade because the system does not allow it. Additionally the consultant who helped me at the branch confirmed that no credit has been passed on the account as suggested by Mantoa! I am once again appalled by my experience with MTN. You still have not stopped lying to me!