Contradicting practices

I requested a downgrade of my internet service several days ago. No-one has bothered to acknowledge the request. Upon chatting to the Support team via WhatsApp, I got told the request was made too late to be in effect before the 1st of next month. This is pathetic as I have made several instantaneous upgrades (after payment) in this past. So it works one way but not the other? I call BS on that! All it takes (clearly) is a request to the backbone provider to adjust the speed. Can someone sort this out ASAP.