Pathetic service

I have been trying to change my package since October 2019. I have sent an email to Remi Fredericks a few times as I dealt with his previously but got no reply. I called in to do it telephonically but when a consultant answers and hear I want to change my package they transfer my call after holding for 20 minutes before they answer. I tried the online chat but it kept saying unavailable. How is this pathetic service expects clients to stay with them when on cannot reach anyone for help. I am thinking of looking for another service provider. I think they are becoming like Telkom.