No customer service

Tried to call to cancel my service on 29 and 30 November. Was on hold for around 20 minutes each time, no luck! Tried to log tickets, they get ignored. So now have to pay an extra month I don't need at an exorbitant cost, and cant even downgrade to one of the cheaper packages they advertise for the last month I can't use! Not impressed! Why have a support ticket system, if they are simply ignored.