Made to feel like a valued customer

Called in to downgrade my membership, to my surprise, there is a "downgrade fee" of R550 that i was told I would have to pay. I thought that was ridiculous, paying to downgrade makes no sense whatsoever, what would make sense is if I am charged a fee for a new card that will have to be issued. I voiced this an was transferred to another department. I was also unhappy about the fact that if I downgrade it take 24 hours then for the downgrade to be applicable, I have required to pay in advance for the whole month, being blocked access when I have paid for classic for the whole month didn't make sense to me, I asked if I would receive a pro rata refund for those days that I will be on the lower membership, they said no. I said it would be interesting to find out what the consumer protector thought about this policy. A long story short, I didn't downgrade, I was offered a short term change on the contract terms, I am happy with that. Even if we had not reached an agreement, I would have been happy, the consultant gave me great service and listened to my concerns attentively. She also went out of her way to find solutions for me. I felt valued as a customer. Thank you!