Afrihost refuses to lift storage quota temporary to make a backup

We trying to make a backup in order to free up space on the server for the mail server. We unfortunately need a backup as we need all the old emails for reference purposes. One of your employee's, Siphiwe M was very unhelpful in this regard. He says that the quota can't be lifted temporary in order for us to make a backup before we clean up on the mail server. He said we need to upgrade our package in order for the backup to be done. If that is the case, we will be forced to upgrade temporary to do the backup and cancel all services with Afrihost and find another service provider.