Telkom month to month contract downgrade

I went to Telkom in Park Station last week. I requested a down grade on my data plan because I have wifi in my apartment.

Ausi Busi assisted me and she indicated that she has done the downgrade and it will start next month which is November.

For my surprise I just got a call that my 40GB lite plan gave me access to 3 months prime video.

What is this all about, why can't we receive the service we requested, if they can not accept my downgrade I rather cancel the whole container. I have been loyal to them for a very long time why can't they return the courtesy