Terrible Customer service and degenerating Network Quality

I've requested email support for the past 2 months but no response.

I then get an email saying: "To ensure a quicker, more personalised support experience, please go to our new support page to see whether we can guide you through solving your query. "

I do so via the support page on: 2020/06/29 with an automatic ref no. ***

No one has contacted me to assist with Downgrading my account! They allow users to upgrade from one package up to another but not to downgrade which doesn't make sense.

Please downgrade my account from Unlimited 4g 24/7 to 19 hrs off-peak unlimited asap.

I have requested this downgrade multiple times with no response. Please assist urgently.