So I'm told I'm on a discounted package for both my decoders however my monthly bill has gone up like every standard subscriber and when I wanna cancel nor downgrade I'm supposedly have to pay penalty fee

So I'm told I'm on a discounted package for both my decoders however my monthly bill has gone up like every standard subscriber and when I wanna cancel nor downgrade I'm supposedly have to pay penalty fee. I had a *******/ house break in that my electronic where ****** asked that they stop my subscription on the main decoder which the agents didn't and it's now my fault that they have lazy call agents didn't attend to my request.