Despite lofty promises, still billed incorrectly

I previously had this post (which has been removed from the forum, I guess because the service level wasn't something Zendesk wanted in public).

In the post I was complaining about a months long delay in getting a response on an agent seat reduction. Due to the level of service, it also ended in a downgrade from Enterprise to Professional.

The downgrade was signed the Professional package was supposed to start from March 1st.

Lo and behold, yesterday we were billed for Enterprise package for the month of March.

The agent in the downgrade ticket claimed he would keep it open, but that of course has not happened. So I have now sent in a brand new request again. It would be highly appreciated if someone, anyone, at Zendesk could ensure I do not have to go through yet another months long wait for a single answer. Our account manager seems to be completely missing, as he has not replied to anything for months.