Bad client service from Evelyn Pillay

I contacted the Telkom service center on 30 September 2022 to downgrade my contract. I spoke to Evelyn Pillay who was rude and not helpful at all, she advised that I can only do the downgrade in March 2023 and I know that I am entitled to a downgrade which was previously confirmed when I downgraded one of my other contracts earlier in the year. Can Telkom please up their client service and ensure they have helpful staff that delivers a proper service to clients.