I know what u mean, true story, spent 2 hours on the phone with apple. This is what happened:
Two nights ago, after having issues with my phone decide to reformat it, it is an iPhone 6. So the backup I do with icloud somehow doesn't work as it says it was incomplete so I lose all my photos, data, etc and luckily maintain photos and contacts via my google backup. Thanks google. Free stuff is the best right. So I am really pissed off at icloud for not working even though I pay .99 cents per month. So I tried to downgrade to the free plan but when I try on my phone, ipad and even computer, it let's me select downgrade but not click done to finalize it. So I call them as I'm pissed. First i'm sent to icloud support after waiting for 30 minutes, then i'm told this an iTunes billing issue, another 30 minute wait. Then i'm told that this is actually an icloud network issue. At this point, I start screaming at the guy on the phone and he threatens to disconnect me. I cool down and wait another 30 minutes and finally the lady understands what is going on and agrees to downgrade my plan which she allegedly does. I'm angry and want to throw away all my apple devices and switch to android. Lo behold, two days pass and no emails or confirmation that icloud has been downgraded. I check my devices and it still says the 50 gb plan. Also my icloud photo storage wont work and is stuck at 1% and won't change even if I restart it ten time, reset my phone, format my phone, nothing works. I give up and don't want to go through another 2 hours with apple phone tag to fix this. Also, I'm still not sure my plan has been downgraded. Welcome to the greedy world of apple.