Upgraded instead of downgraded, billed more, and app/email support does not exist

A couple of months ago we were told that our R739 60mbps line would go up to R795pm. We did not accept, and logged calls from April to have the line reduced to the 30mbps package. However, Rain's support team does not exist if you use their website contact form or email them. They NEVER answer. Only after complaining on Hellopeter did someone call me, and supposedly downgraded us to 30mbps which included 2x simcards for R595pm. So, last month we were billed R795pm - I queried it via the app - again, totally ignored. Surprise surprise, R795 just got billed again today. Oh, and the Rain app says we were UPgraded to 100mbps. Please will you just get this right ??!!