Frustrating Service

I did an upgrade 3mths ago and the package does not work for me. I asked to revert back to my old package which cost more, I get an sms your query resolved but I’m still on the old package. Try to phone the call center wait forever, when the line open only to be closed before I could get a word in. Then went back to the shop all the paperwork done and signed don’t worry Within a day or two all should be done. With COVID it’s so difficult to get anything done you have to wait for long periods to be served so frustrating to battle along its been a month now and nothing’s changed.