Bad Service

I have asked for cancellation of my router mid-May and the agent that was assisting me told me about the downgrade option to avoid paying the cancellation fee which is pricey. I took the downgrade option to take place from 01 June - October and till this day my router has not been downgraded and when I follow up with the agent she never replies to my emails. Today I followed up via the Telkom web chat and I was told that my case was closed, they are still waiting for downgrade department to do it. So after a month nothing has been done , instead someone decided to close the case. This is bad service and you are robbing people to stick with your expensive contracts even though they want out!