Disapointing Service

Currently on the Standard plan. Want to downgrade my plan, but do not have the option to downgrade to the Basic plan online. Phoned Rain support and the lady was not able to tell me why I cannot downgrade. She just told me that she does not see the option on my profile. When asked why, she asked me to hold the line for a minute. After 18 minutes of holding I had to disconnect the call as I was running out of airtime. Pathetic service.