Not allowing changing of Business Internet plans. (Downgrade) How is this legal?

My promotion period ended for our Business Internet 200 Standard and have been trying to downgrade to Business Internet Standard 100 unsuccessfully to the point Im ready to drop Comcast altogether for an alternative provider.

I called two days ago requesting the downgrade. After the CSR tried to upsell me, I explained we downsized our computers by half and simply dont need the 220 down bandwith. CSR tried to upsell me a Comcast Business Modem for $19.99 and explained Im already using one that's Comcast Business Compatible and dont need an extra one. I was then placed on hold for so long the hold music stopped and he never returned back.

I called again and Comcast explained they would send over a Docusign document to finalize the downgrade but it never appeared.

I called the next day 8/29 and was told by Comcast Support the Retention CSR who was working with me the previous day would call me back in 5 minutes but never received a call.

I  waited and called back that day again asking about the status. Tier 1 Comcast support was able to get the same Retiontion CSR on their internal chat and was told I'd receive the Docusign document to downgrade ASAP but again nothing.

All four times, the support logs are flagged as "closed" with no resolution. 

I receive a Text message from Comcast asking to rate my experience from 0 worst to 10 best and gave them a 0 explaining why.

I received a call the next morning from Comcast Business Support discussing the shortcomings and was told I'd receive a call later this afternoon to resolve the issue.

A call came in around 4:45pm EST and the CSR was from XFinity and could only help with Residential Service and not Business Internet downgrades.

I've been a very loyal Comcast Business customer but this is seriously now in question if you are unable to provide simple change requests on both the upgrade and downgrade side.