Telkom Pensioner frustration

My parents who are pensioners requested a down grade on their landline today 19/12/2019 at 11:25 but they were disappointed to learn that there was no price difference as what they anticipated. Out of frustration, they asked the agent to cancel the contract immediately. Sadly, the agent was quick to proceed with the request . My parents have been loyal Telkom subscribers for the past few years. They are both sickly and I need to keep in regular contact with them. I am very disappointed that Telkom could not understand their plea and were very quick to cancel the contract Their landline number : ***