Terrible customer service.... Called them to downg...

Terrible customer service.... Called them to downgrade my service and I was put on hold for 45 minutes and finally hung up. Went on their website and sent an email. Someone called me on a Saturday and left a message to contact them about the email I sent. So I called on the same day...a Saturday...I selected the option to disconnect my service and the recorded response I received was "Sorry were closed". So I called back and selected the option to upgrade my service and I got through to a live person after a 10 minute wait only to be told I had to call back on Monday as their loyalty department was closed. Strange how if you want to upgrade your service they are open for business but if you want to disconnect they're not.
Rather than downgrading I will definitely be cancelling....