Lose rather than on hold

My house was seriously damaged by fire and is currently being rebuilt. I phoned the company asking them to put my account on hold until I moved back. Firstly there was no emotional connection about my dilemma. Secondly there is no such option to put an account on hold! I must downgrade or cancel my account. The consultant confirmed thatbthey are willing to rather lose my account than put it on hold.

This is not a good client experience.