5days wait for a downgrade no help

I hadn't heard any trouble with the network service provider till trying to downgrade . The service is very poor their whatsupp line agents take time to respond and they don't help .I have spoken with . Kaylin. Lungile.welcome . lehlohonolo . sibusiso .all of them the didn't have a solution for my downgrade . It's been 5days wait mind you I use this network for work .. I wish the improve their customer service course it's not effecient is very poor.