broadwayblue
Registered User
Nicole is new, and may not yet be 100% familiar with everything that goes on. The written policy may be what nicole quoted, but there are always exceptions that the more experienced reps may be aware.
Nicole is quoting the company line. While that may be the "official policy" if you are not happy with it you can push the issue until you get an answer more to your liking. Bottom line is they will do everything they can to strongly discourage account from holders downgrading their seats. But if you are adamant about doing so and are willing to go the distance you can be successful.