Telkom - Client service department not able to follow instructions

I can`t even select a star to rate Telkom on as they don`t even deserve 1 star. I have never in my life dealt with a client service department that are so totally ***********. They even send you the cancelation link before you have ended your sentence... My first call to them was on 06/09/2019 to request something that I thought would be quickly resolved. With the new packages, Telkom decided that I should have a Smart Voice 100 package which is well above my affordability limit. I phoned to request them to please change it to a Smart Voice Basic and correct my account accordingly. After about 8 phone calls as well as online chat conversations this is still not done. I really do not know what to do anymore. It just seems like as long as you pay the account, no matter if you can afford it or not, they could not give a damn. And please don`t ask to speak to a line manager or team leader as they are never available. I am taking this up with the Ombud and pray that they can assist is what I still believe should be something simple to correct.