Incompetency on steroids

On 21 May, I had a WhatsApp chat with one of their agent where I requested that my package be downgraded and had to allow a month's notice - this was confirmed with reference number.

A month later... I tried making payment for the requested service however the status says pending and I have been advised to rather pay for the current and undesired package - which unfortunately is going to happen.

To rub salt into the wounds, the service provider had the audacity to debit my account for the month's service.