Bad service

I have been with bonita for 9 years and now that I'm as having a financial problems I requested with all relevant documents as per consultant to downgrade to a more affordable option and I am given flack and uphill. It is taking foretold be sorted. The people who call have no feelings and human element. Total disgusted. Forced to change company after 9 years. No value for customer and does not realise that if we all leave your company they will be I'm employed. Cannot see the big picture. That the customer makes the company. Totally disgusted.