MTN Downgraded my contract package without my knowledge

Mnt downgraded my contract package without my knowledge and when i called the call center, four agents gave me wrong feedback regarding my issue and no one even tried to call and assist with the query. after a week my issue is still not sorted and everyone i speak to at MTN keeps on saying, i will escalate this issue to the correct department, it's like a loop of people who don't know what product are they servicing. One of the Senior escalating manager advised me that, systems are been upgrade, but such issue's are not been identified. But come end of the month. MTN is receiving my payment. Currently my issue has been escalated again.