Webafrica/Vuma PATHETIC

I have been having lots of problems with Vuma/ Webafrica for the last couple of months. First they delay setting up my line - which is a requirement for my job. Currently, the issue is that I requested to downgrade my line to a lower package as with the current economic state, I simply can't afford it. Last week I spoke to an agent (very helpful) who logged a request for this to be done and gave me a work around of 48 hours. 48 hours still no downgrade and I reach out again. Still nothing and this was to be escalated. On 17 April, again I contact and told that I will receive a call from the Head of Department today (18 April) at 12:30. It's 15:15 and guess what, still no call!!! I'm do fed up, at this point I'd cancel the line and not pay them a cent but again, it's the main requirement for my job- which by the way, feeds my kids. I want this sorted or I will take it to the Ombudsman