Customer Service Confusion

I am having a nightmare trying to reduce my plan and it's spiralling out of all control.  I used the chat system and was trying to understand my options but the assistant kept using the Mixit/Maxit terms and I could not equate those to what I was reading on the website.  I was getting more and more confused as to what he was talking about.  He then said that we had been chatting for too long.  I asked him what he meant and he said that 47 minutes was too long and I needed to look on the website and he terminated the chat.

I then tried to speak to another chat assistant.  He was silent for minutes on end, but then when I had to answer a call and was silent for a few minutes, he terminated the chat.

I telephoned the next day as the Chat system was simply not helping.  The assistant noted by complaint and I asked for two questions to be answered - 1. Is there a chat time limit that I had exceeded? and 2. Should the assistant be referring to the old terminology?  I was told that a manager would call me back within 5 to 7 business working days.  I asked for them to call me on a new number as I struggle to answer the number on my account during the day.  The next day, they called me on the wrong number and I could not speak.  I called them back later that day and asked why they used the wrong number.  They said they would call me back on the right number within 30 minutes.  They did not call me back, so I rang them again a few hours later and I was told I would get a call back the next day as they cannot make more than one call per day, even if they have made it to the wrong number.

The next day, they did not call back, so I called again today and asked why they did not call.  I was then told that they could not call the correct number unless it was registered on my account.  None of the three previous assistants had told me this.  I told this assistant that I did not want my number adding to my account, but she added it!  She said that both numbers were now on the account.  I asked her to remove the correct number as it should not be attached to the account.  She kept saying that they could not call me if the number was not added to the account and I kept asking her to remove the number from the account.  She then said she could not do that as she could not leave the account without a number, which was confusing as she said both numbers were on the account.  She then said that she had removed the original number from the account, so had lied to me about both numbers being on the account as she no longer had the original number.  So now there is no number on the account and I am confused, frustrated and angry.

There is an outstanding complaint, but I cannot raise any of the other complaints above until they have dealt with the first complaint as apparently there is a "one complaint open at a time" rule.  Any ideas where we go from here?