I've found the thread for you, as it's a downgrade you're querying we're not able to do this over the forums.
On this occasion you would need to text in on +44753 305 1809, answer the few automated questions and then this will be passed to the team you need which would be retention's. Unless the account is in arrears, then this would need to go to the collection's team if you request this through text.
Thank you, Emily.