Prudential insurance - downgrade disallowed

hi guys, I was informed by my prudential agent that I was eligible to downgrade from premier co pay to premier lite. and 6 months later my plan has not been downgraded and recently I just got a notice that prudential actually disallowed my downgrade. this is ridiculous as I actually signed the papers to downgrade and now I’m being told that I’m unable to under no reason or basis. could anyone kindly advise on what the hell is going on?? should I cancel my plans?? or change providers