Rude and unprofessional consultant

I called in to downgrade my contract as I cannot afford the monthly premiums. I was advised by one of the retention consultants to do this as I can't cancel my contract at this moment. I called more than 3 people and they all can't assist and kept putting me through to different departments. Spoke to Asaad, customer care who was very rude and unprofessional, to a point that he told me there is nothhe can do to assist me, either I request a call back or go to a Telkom branch. I requested to speak to a manager and was kept on the call waiting for more than 20 minutes. This is very unprofessional I must say. All I wanted was to downgrade my contract and not to be belittled by the consultant. I'm not happy