Unsatisfied customer

I have been using the DStv services for quiet some time now.Have been paying them religiously.But then now when I have financial constraints and requested them to put me on a lower subscription, they still want me to pay for the previous one first,which I cannot afford.If I was affording I wouldn't have asked them to degrade.The consultants are so rude and could not explain to me why should I pay for the subscription which I do not afford before getting the one I can afford.