Request for downgrade ignored, quick to call when request for upgrade.

I have been trying to downgrade my fiber line for the last 3 months and have not received any joy. I am paying an exorbitant amount for a 50mb line when al I need is a 25mb line. So I went online and requested a new product and was called almost immediately. I then I told the sales guy that I am an existing client and want to downgrade my line. The sales guy told me that the downgrade department is not available and just dropped the call. I then downloaded the app, requested for a downgrade exactly one week ago. To date nonkne has bother to call or respond to my request. Strange that the app only allows you to request for an upgrade but not a downgrade. *** exactly one week ago, still no response.