Dishonorable and immoral CI

I have been with Cool Ideas for about 10 years. Over time, CI has been providing increased lines speeds but at a higher cost with no alternative. I don’t need the higher speeds.

I phoned and spoke CI’s agent (have name), verified myself on their system and explained that I wanted a downgraded line speed. He offered 30/30. I accepted and confirmed in writing. A month later no change had occurred.

I again contacted CI and now CI insists that no downgrade is possible as 30/30 is only possible for new customers.

So why, after knowing that I am an existing customer, did CI offer 30/30?

CI has the telephone recording of my acceptance and of my confirmation in writing.

CI - Do the right thing and honour your offer.