Solutions center? 800-551-5000? Manage Subscriptions? WTH?

So I was a premier customer. I went to Directv to downgrade. When went to the directv website and then to my account --> Manage subscriptions --> Switch package (to Ultimate), a popup appeared with just the text:

"Please call 1-800-551-5000 to update your TV package".

I tried two or three times to lower my package online. No luck.  When I called, I could only "Add Directv" items (they made it clear it was NOT for existing customers) or talk to customers service. When I selected "Customer Service", I thought I was talking to Directv. Turns out NO. I was talking to a Directv affiliate called "Solutions center" who just wanted to sell me protection plan, a Life Alert health thing for 39.99 and some other crap I didnt want. I kept asking to talk to Directv to address my account. They just kept repeating that they are the "Solutions center" like a bunch of robots and then finally after I threw a fit and demanded they address my issue...they admitted they couldn't help me for anything related to my account.  WHAT? Who the (Edited per community guidelines) was I talking to?

After digging for 5 minutes, I found the billing number 800-531-5000. When I got a real Directv person, I told him about the above problem. He studdered a bit and said "Oh I will escalate that to our technical people"...almost like he knew secretly what I as talking about because he didn't ask for a single detail.   When I finally switched to the lower package, and "refreshed the Directv website". it was updated to the new package level that I asked for. When I clicked the "switch package" button like above (just to check that message)...the message had "Magically" disappeared. Hmmm.

I called my father in law to see what he gets repeating what I did above and he didn't see that message...but he was only a lower tier package customer. My guess is that when you are a Premier customer, you only have 1 place to go...down. So they pull this crap on you to see if you will buy more from them (since you already pay the top tier package).  They figure anyone who calls with the top premier package only wants to downgrade or has a technical problem....neither of which they want to talk to you about. 

What a bunch of @#@$!! I was so upset, I may just cancel Directv on spite for pulling this crap!

Curious if anyone out there has encountered this same thing?

Side note: When I did research on the "Solution Center", turns out they are some contracting affiliate with Directv who makes money off selling you crap you dont need! UNBELIEVABLE!!!!