Vox/Vumatel - Highy ***********.. What else can it be but uselessness

Vumatel by VOX is clearly confused, all I wanted is a downgrade to a 50/50 line from the 100/100.This is been the case of error upon error from Vox and Vumatel despite several calls and communications they still get it wrong all the time.. Their customer service is very poor and is going worse by the day