poor customer service

on the 31/01/24 i contacted the whatapp line asking for them to downgrade my speed from 50/50 to 25/25 as o no longer need it and aslo told them i was thinking of canceling so if they could downgrade me without cost because you are only allowed to downgrade once for free and i was told that they dont have that speed in my area but my cousin has that speed who lives around the corner same area i was rthen transferred to another department to make a long story short the still today 01/02/24 went on whatapp line because the last agent promised to call me back and im still waiting on that call i have ask the agents to let a manager call me still waiting and still no downgrade or news of it so if someone in mamagement is reading your agents are useless and your customers are in pain poor poor service levels supersonic coming soon