Worst service ever by MWEB

It's been 3 months from 28 July 2025 I tried to downgrade my fiber services to cut costs, the retentions department offered me a downgraded service option (as a retention since I wanted to cancel my services) but yet to be effected whilst I still keep debited a high amount I was trying to reduce from. They are doing a great job to retain me as a client 3 months on. Each month to date I have called them more than 5 times to no resolution to my query and frustratingly I keep given different reasons, escalations after escalations and no feedback to me. I have never has such horrible service from a service provider who has not monitoring systems to a client's queries resolutions. Worse even, I hold on the line mores than 20 minutes and when someone finally picks up and the call cuts they do not even border to call back, let alone a mere SMS or email to give feedback. When the call cuts I suppose that's their relief they won't have to deal with you again that moment or the day I will never deal with this company again.