*********** staff amd contradictions

I called dstv in July 2019 requesting to downgrade. I was informed by the agent that I should call on my billing date to do so. On the 15th which happens to be my debit date, I called again requesting a downgrade and the agent said to wait for the subscription to fall off or be suspended then call month end for downgrade. Waited for the subscription to be suspended and called on a month end of September and am told I must reinstate my subscription, pay the current subscription plan am on and only then I can downgrade. My services must be on to downgrade but when they were on I was told that I must wait for suspension. Yoh hayi!!