Didn't know downgrading would be a nightmre

I have been with vuma for 6 months now and was paying 399 via debit every month .my husband lost his job in December and in January I continued with 399 and I asked them to do a downgrade to 249 and was told my service will cancel on the 31st January and yes it did and was told to order another service for 249 which I did and the router is still with me so no installation to be done on my address just and update and new username and password which was supposed to be sent via sms so basically I can call them and the chat bot also no helping even the ****** agents the don't escalate customer quiries with urgency instead u are left online while chatting and then u see another one entering the conversation only to ask you same thing like the other and knowing very well that your frustrated and u can't keep repeating urself to every agent and that they should make notes of previous conversations and Im left still with no answers and the other agent said something was not done write and picked it up still he didn't fix I'm still waiting for username n password then I found out my service has been cancelled and no communication as to when I will get my refund as this is their fault for not following up on orders and just focussing on taking payments I can't do anything or be connected my kids can't do homework my tv is off since Saturday on the 1st of February please let's expose these people and make them pay plz they must trend this is the only reference I have from one agent Muhammad ***6