[cook1984]

I guess it depends if existing customers are changed to a 12 month contract. When you change between tiers they don't normally start a new contract, or at lest don't tell you they are going to anyway.

You could always just reduce your payments to the lower amount until they sort it out. My friend did that when they kept charging him £2/month for their TV guide even after he asked them to stop it several times. Eventually they called him and sorted it out. Much easier than wasting time with their phone service agents who don't seem to be able to sort anything out.