Tracker's lack of customer service

I have requested twice that my Tracker option be downgraded. With my second attempt two weeks ago, I asked Mr Kgotso Debete to confirm by email that this would be done. On 6 Sept he confirmed that he had done so as per our tel conversation. However, on 18 Sept I was invoiced again at the highest option for payment on 1 Oct with absolutely no indication of my request to downgrade to a cheaper option. I wrote immediately to Mr Debete and requested that this be corrected, but I have not received any reply from him. I don't think Tracker deserves my more than 10 years support any longer with this disregard of customers.