Vox telecom client exploitation

I contacted Vox telecom to downgrade my fibre internet package. Firstly they do not use the terminology downgrade rather upgrade is used,which is confusing to most clients( they should review that) upgrade to increase you package up and down speed and downgrade when you choose to move to a lower up and down speed package. I was told by the call centre agent that it depends on the fibre provider if they have capacity in a specific area for you as the consumer to downgrade your package. When I told her that RSA who uses the same fibre provider Octotel can provide me with a lower package and that it is against ICASA rules to hold a client hostage at an unaffordable package did she agree to downgrade my package to a lower package. It is appalling how clients/ consumers who are not fami**** with their rights are being exploited . This kind of dictatorship service should stop