Upgrades done ASAP, Downgrades laaaaaaaaag, Unsatisfied Customer

Monday the 24th I requested a downgrade, I submitted the proof of residence and ID copy as requested. I followed up later on I think Tuesday the 25th and was told I'd have feedback in 48 Hours. On 26th May I was emailed by the review team to say documents are still outstanding, again I sent the documents I had already submitted. O then got an sms saying documents outstanding but I had just submitted it so I ignored it. Yesterday I contacted Caleb Scholtz for a follow up and he sent me a 3rd email requesting the documents I have already submitted TWICE. I told him this and he said he would resubmit the application. My account is always paid timeously and I have never skipped one months payment, I just cannot afford R405 a month anymore, that is why I requested the downgrade 1 month in advance for R259 so that my payment would be less end of June. I do not appreciate having to submit details 3 times and getting no where, I have been a loyal customer for about 2 years already and like I have mentioned my payments are always on time.