Rain refuses to down grade my package and insists i pay the full package amount

I have contacted Rain on the 31st July and aksed them to down grade my account to the lower package, as online we dont have an option to downgrade, the lasy Leila from billing advised she will get support to down grade me and also get them to assist me to add my mew card for payment , this was never done, on the 1st of August they cut my service and ensisted i pay the amount for the full package, after msging them ovr 6 times to contact me or assist me till today no one has helped me, I will not pay Rain as their staff is incompetant and unhelpful and I will be cancelling my service with them, if they cant assist with this small query what will happen to tech support, absolutely dismal service.