can't you down grade me ????????????????

I really don't understand how things work there... last month my subscription was over due with 5 days... and now I a day over due you suspend and want to pay re connection fee... good and well I don't mind paying the reconnect fee... whats deal with refusing to downgrade me so I can be on a lower subscript and pay reconnection fee and a lower subscription... and please get the clued up call center agents because I was not answered properly with my question and having been put on hold couple of time... I really hope I will get a respond soon