Downgrade

This company is refusing for me to downgrade from one of their packages . I tried downgrading on their app which was not helpful . I decided to call their client center and the consultant told me that I can only downgrade on 07 November 2020. Why force clients to keep packages when they don't want them anymore . I even paid for the package that I wanted to downgrade to but dstv could not help me. This is very unfair treatment.