Downgrade

I was requesting a downgrade of Dstv package and agent by the name of Mmapaseka insisted that I can't downgrade before I pay the new subscription amount. This surprised me because my debit order has already gone through for my current viewing from the 20th of January of which the next must go through on the 20th of Feb which means I must enjoy my current viewing until the 20th of Feb. The agent Mmapaseka insisted that I must pay now for a downgrade and I wonder what is to happen about the 5 days before the 20th because I have paid for the whole and wanted the new package to start on the 20th as per my current viewing.