Very porry service

I went on live chat to request assistance in downgrading my plan as my premium increased from R169 to R199, Junstine (the agent) and Leah the (supervisor) said I must cancel my membership and rejoin.. Why should I cancel my membership? My premium was automatically increased! Why is it that Netflix is unable to downgrade! so I can pay what I can afford.. You reps have no Empathy or effective resolution they Just keep sending automated responses.. I am very unhappy with such poor Customer experience