Downgrading Challenges and Bring Back Top Up Button

Depending on how many video recordings I do each month I don't always need the pro plan and would be quite happy on the basic plan. However when you upgrade to the Pro subscription and then downgrade back to the Basic plan it can be quite frustrating. Here’s one example. When you upgrade to the pro plan, you gain 250 hours of downloads. 10 days into my monthly subscription I used 60 hours of 260 hours (10 hours left over from last month’s basic plan) I then decide to downgrade to see what happens. I lose 225 hours. I am now in negative hours at around -25 hours - which is a shock. I attach screenshots to show this. I check with Searchie support and they do confirm that you lose all of the hours you paid for on the pro plan when downgrading to basic. I do get credited again “prorated” according to the invoice trail on my account. But I’m left with negative hours on a basic plan. You have to top up or go back to the pro plan to get back to a positive amount of hours. That’s quite frustrating. I try to search on how to top up the hours to a plan, but there’s nowhere to do this on the website, you have to go through support to do this. Searchie used to have a button that allowed you to buy top up hours, but that’s gone! A bit previous to this test I did ask for top up hours through support, but there was confusion. At first I was offered a rate of $10 per hour….per hour! That’s terrible value – so I reflected that back to support and then they offered $2 per hour – a large difference. It seems that there is a different top up hour rate depending on what plan you are on, hence the confusion at their end. It makes you wonder how many hours they have ended up selling at the wrong rate to other customers. I took the better offer of $2 per hour but I still seemed to be short - maybe I miscalculated how many hours I needed - but it's just a mess trying to get back to that positive hours state....unless you upgrade again, which I wanted to avoid....but did anyway. My business couldn't wait for any more time spent on trying to resolve this. I would like Searchie to reinstate the top up button on the website so that customers don’t have to wait for support to reply in order to top up the hours and get the correct rate or charge, rather than a possible incorrect rate from this happening manually through support. I think Searchie should also make it very clear in writing on their plans page, how much top hours cost and the fact that you lose all hours when you downgrade. Ideally I’d like to see Searchie give you the option to retain the hours that you pay for in a higher plan when you downgrade, rather than being credited – since you feel you are left in a mess of negative hours as a result. Generally I'm happy with Searchie's service and how they listen to customers, but I feel there just needs to be a look at this particular aspect of their service with Top Ups and Downgrading. Has anyone else had frustrations with downgrading and topping up hours?