Struggle to downgrade or cancel

I arranged with Herotel Igen a couple of months ago that I will not be in the country for a couple of months. The lady confirm that I can downgrade just before we leave. Now that I arrange for them to stop degrade for November to February they say I must give a months notice. I already gave notice a couple of months ago. The subscription is R499 for 4 Mbps, and I wanted to downgrade to 2Mbps R299 (r200 that Herotel can not survive without, it seems, while I as pensioner must survive. I requested cancellation in stead and need confirmation that this will be cancelled from 1 November for end Nov then, please. I can't see that with computers today it is so difficult in SA to provide fair service. They take what they can, even R499 that makes a huge different on my budget. The rich just want to get richer.