To be clear, the reason they make you call is to try and stop you from downgrading. The fact that there are some cases where the customer doesn't understand the

To be clear, the reason they make you call is to try and stop you from downgrading. The fact that there are some cases where the customer doesn't understand the impact on their data is the justification (fig leaf). You know this because if the latter risk were the same but the company couldn't stop the downgrade (e.g., the company is discontinuing the service and the customer needs to be helped on how to transfer their data to a similar competing service), the company would never offer to talk about it over the phone.