Upgrade only not downgrade as advertised

I have 9 different services with them and every time i have an issue it's is always such a mission to deal with their staff.

I feel the guys are unqualified in certain positions especially those that assist via whatspp or even when you call in. Many a time i have to explain to them numerous times exactly what wanting or even how to go about it.

They say you have the option to upgrade / downgrade any of their services so when you try log into customer zone you can select upgrade/downgrade and the only options you have are to upgrade.

So basically they are saying they can't downgrade only upgrade and if i want to change the service i need to give a months notice and order a new service.

Which means somewhere i will be double paying as as well as carry the cost of new sim and delivery.

WORST SERVICE EVER