Trying to migrate for 5 months

I have had a contract with MTN since 1995 - 20 years!<br> As a loyal customer I really am horrified with the treatment I am receiving.<br> I was sold a package with 1000 free minutes a month by someone who should have known better and looked at my previous accounts and said this was too much.<br> So I have been trying to migrate my contract package down from 1000 minutes to 500 minutes since December 2014. Each department I speak to at MTN says it's another department's decision. I've had reams of correspondence on their Facebook messenger, phonecalls with their retentions department, and even been into the Rosebank branch as I was told that was where I could migrate down.<br> The Rosebank branch is peopled with lazy rude women who don't even look at their customers when they are talking to them. It is a disgrace.<br> Just as bad is the correspondence with the people running the Facebook messenger, which was halted when I asked a question they could not answer and since then they have just ignored me.<br> I do not mind paying a penalty, since I am currently spending at least R300 a month more than I need to and the penalty was around that amount.<br> It is just that nobody is prepared to do this for me.