Rain unprofessional

l called on the 15th of October to downgrade my subscription . and the gentleman l spoke to said in order for me to down grade they will change my router . which the did . after a month they billed me double and l queried the bill and all the people l spoke to gave me different excuses which is not consistent . They are not professional and do not respect the clients . the Last person l spoke to admitted they made a mistake and lm penalised for their unprofessionalism