wrong advise

I upgraded from the premium bouquet to the compact and was told that I can downgrade again on 28 January 2015. I phoned today and was advised by another consultant that it is too late and that I should have phoned yesterday. As things stand, I am going to pay for a service that I do not want. I was also told that they can't do anything about the matter. Why do they even have consultants ? The advise is incorrect and service appalling. And what about the recording... shouldn't they at least verify their customer's version and correct themselves.