Rain billing and plans.

I am very dissapointed... I have accidentally changed my wifi speed to a higher package (on the app) which obviously is my own fault. When i have noticed that my payment is higher than usual, i phoned in to confirm the reason. The lady explained that i upgraded to a higher plan and i immediately knew i must have pressed to upgrade to a higher plan by accident when i was checking what my plan was And tested my wifi speed etc from the app. So that was not a problem at all.

So i asked the lady who assisted me, to please change it back to the original plan i was on, she informed me that it was changed back to the lower plan and that i will be back on the original plan as of the next billing date, which is today. On the same day i phoned in, I even submitted it again on the app just to make sure that the change will take place as i requested, on the app it said that my request was submitted successfully and will be changed on the next billing date (which i understand, and rain have always worked like that when upgrading or downgrading plans)

The problem is, this month i was charged for the higher plan again.. even after i submitted it on the app to downgrade and i even phoned in. To only hear now when i phoned in again that my plan was never changed and that i am still on the upgraded plan. So im not being refunded, i have to wait for the next billing date again, and i am so afraid that they have not changed it... again... So i want to know why the app does not work as it should??? And why did the lady not submit my request? Everyone makes mistakes yes but i double checked, on the app and telephonically? Not all of us can afford these mistakes, just keep that in mind...

Just seems like when someone upgrades, you get immediate assistance, when downgrading plans the efford is not the same?