Refusing to downgrade

The service is ****, been trying to get a downgrade on an account and explained well that the reason why my brother cannot do it himself is because he is not around, and now that it has been disconnected they are telling me that I need to pay the money before they can reconnect it. Even though I tried to explain to them that I have been trying to get it downgraded due to financial strains. Therefore DSTv process does not work for us who have parents that travel because all the time they want the account holder