Poor Client Services

I have been attempting to downgrade my package since 2023, my queries are never seen too, when I do call their " customer care" department, its a never ending "our phones are ringing off the hook", if I were to cancel the product how long will that take, its really not fair. I do not need an increase in line speed to suit the new subscription plan, when the current one buffers every now and then and why is there no option for a downgrade on the accounts page. Seriously aggravating to deal with in terms of client services yet an invoice gets emailed dutifully.