No service from Mweb

I have been trying without success to downgrade my internet account with Mweb as I no longer need the speed or capacity I once did. I have tried to contact them via their sales phone number, through their website and by downloading their app. All to no avail. I used their online chat and nobody answers my *****y. I did make contact with a sales agent who promptly redirected my call to the downgrade department - after holding on for over half an hour, I hung up. Despite them saying I could change my account package on line, there is no option to do this, only upgrade and this takes you to a page of options for a a completely new service. I want to speak to a human. A recorded message even says that a response from an agent may take as long as 20 minutes - what an admission - I waited 30 mins and no answer - employ more staff and provide customer service.