Useless customer service

I've been using their services for over 3 years. My monthly subscription has gone up dramatically. I opted to change to a lower option but it seems like it's an impossible task. My contract has expired and now on a month to month contract. 2 weeks ago I requested that they downgrade my plan to the R179 pm option. I spoke to a lady called Lisa but can't recall her last name and she assured me that she has made those changes. I even updated my banking details. Lo and behold I got a debit order mandate with the premium I don't wanna pay and even though I got confirmation from the consultant that it will change from 1st October 2025. I requested another call and another lady by the name of Abigail Matselela I'm not sure if the last name is accurate. She did confirm the requested update wasn't captured but will fix it for me. I asked for more reassurance since my last request wasn't updated. Lo and behold they did it again. I'm not sure if as a client I lost my rights to request the product that is within my budget. I told Abigail that should it not be resolved this time I'd rather go elsewhere seeing that it shows the teams' incompetence. I can't be dealing with such horrible customer service. We pay to get this services and if people simply don't wanna do their job they should tell us so that we go where we'll get service. I'm too busy to be dealing with the same issue again and again. Tracker connect wants me to continue paying for a package I've requested to downgrade and not sure if I should go to their offices to get it done since their telephonic customer support services is useless. I wish I could rate 0 stars for this lousy service I'm getting here.