Fibre downgrade mweb very poor customer service

Good day

Since last year ive been making contact with mweb when calling it takes ages to get to mweb also the otp that being send to your phone when busy calling makes it difficult to get thru because the phone only gets the otp after the call s dropped.

I was requesting a downgrade with my current fibre when i leave a message or send a mail it takes 2 months to get feedback and all that is said that i should go online and do the downgrade. When ever i do it it only allows me to do a upgrade . Please better your customer service because its very poor