Trying to change payment plan Shopify

[NG3]

For all the new users thinking that its a well supported platform, you are wrong. In my 3 year journey, it was the first time I contacted them for help. Basically I needed to change my plan from Basic yearly plan to"Pause & Build" , so I can redesign my store. In past 3 days I contacted more than 5 advisors in helpcentre. Explained the whole situation to each of them. waited for hours . No one got back. I don't understand why I don't have the freedom to do it myself , why there is no button appearing next to my deactivation button. Number of times in a formal way and during the chat I also mentioned about changing the my yearly plan, but they still charged me.