Disappointing and poor customer service support

I have requested a downgrade a week ago and haven't gotten any response to date. Yesterday the 03/08/2020 I got a reminder that I should make a payment, and when I look into my dashboard it is still the same amount I requested a downgrade from. Is rain about taking and not offering valid and immediate service? I'm entirely dependent on the use of the internet, I have kids who use online tutoring, and Rain has no interest in the effect of their delay or deliberate ignorance of my request.