Can't get my plan canceled and buy new one. How to file complaint? (SOLVED)

Greetings,

I bought premiere individually to use for a month and meanwhile a new offer appears which has all programs basically for the price I paid for one. I decided I would get that offer and I recieve a warning saying I need to cancel my premiere plan, which I proceed to cancel. After that I still have the same warning and am still unable to buy the new plan.

I turn to the chat help, get told they'll get me to talk to the supposedly expert on the issue, I get a new message after a while saying they'll cancel it properly real quick and........ Nothing. After waiting for almost an hour the conversation is closed.

I send another message asking what's going on and....... I go back to the beginning, getting asked what my issue is and how they will pass me over to someone else. I had things to do so after waiting a while again I had to give up.

Today I decided to try again since the discount was going to end. I am told that my plan is not canceled (then why is there an option to cancel the plan?!) and again they will get someone else to talk to me. After waiting an hour I go around looking for some other option and end up refreshing the page only to find a message saying that they are now closed so they'll answer me tomorrow?! I don't understand what kind of support is this... Thus I wish to know how to file a proper complaint. 

Thank you in advance.

EDIT: Got help from the "english support" and it's solved, thank you!