downgrade

Called numerous times last month to downgrade my package was advised that I can only be downgraded today... today I called I'm advised I need to reconnect my services on the current plan that I have before I could downgrade what kind of games are you playing???? This is an absolute shamble it's day light *******. I'm angry that now I have to wait till the 4th of January to downgrade my package. Having to deal with you is a nightmare