Contract changes not effected - 2 in-store visits!

On Saturday 13th Feb I went to the store to renew/upgrade my contract. <br> Complaint 1: As I had a buffer of 600 brought-forward minutes to use over the next few months, I decided to downscale my contract from a 550 to 350 minute. Upon this change I noticed that these minutes had been pro-rated. I have paid for these minutes in previous months and cannot see why I should lose them. Note that I was told that these minutes would not be reinstated even if I do go back to the package I had been on before.<br> <br> Complaint 2: Upon noticing (whilst still in-store) I had lost some of these minutes it was no longer feasible to downscale my package and I asked to change it back to 550. This was not done on the day, nor was it done AFTER i went back to the store on Monday morning and was assured it will be effected. It is now Wednesday. <br> <br> The call centre was unable to assist beyond stating I was still on the 350 package. They suggested I go back to the store for a third time.