Were is the loyalty

I have been with Vox since 2018 as a customer. I want to down grade my package from Fibre to Router as my work situation as changed and require a cheaper package instead of paying R700 a month to R420. I was told I have to give a months notice which I did and then I can down grade to router. It is also a month to month contract with free router but if you cancel they will come fetch the router. In the week I received a email saying my application has been declined because I am under Debt Review. But in 2018 I was under Debt Review and got the Fiber Package now its a problem. I have been a faithful customer who every month paid my subscription. I rep**** to the email sent to me and still waiting upon a response. This is not fair and to discriminate against people who had financial problems and are trying there best to rectify the situation . False advertising saying month to month contract. I have been with you Vox for 4 years shame on you were is your loyalty towards a customer