MTN want me to pay R16 000 to lower my package for my contract after I lost my job!

This have been the most disappointed I have ever been with a company I have been with for over 10 years! In may this year I lost my job and I've been doing everything I can to make sure my contract get paid above working about food in my house. Ive always been loyal mtn supporter no matter what. Monday I visited Kimberley MTN to find out if I can either extend my contract period or lower my package. The lady explained that I will have to call 135. Today I called 135 and after over an hour of being spited from department to department I've got NO help! First the lady explained that only customer service can help me, then she put me through. At customer service the lady just hung up on me. After being transferred to and from the retention department instructed I need to say that I would like to migrate my account to a lower package a guy at MTN tells me that I will have to pay R16 000 to lower my package. I told him I lost my job how is this even possible. Im trying my best to pay and not get put through to the legal department as I cannot borrow that much money anymore to pay and this feels like MTN have thrown this into my face. If no one can help me in some way I will never recommend nor use MTN ever again! Most of the agents told me this can be done the rest have either been rude, transfer me around or tell me to pay a ridiculous amount of money.