[Other] Make account changes require more customer attention

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I just spent a whole day back and forth with customer service trying to understand 

A: how my account got made Spotify premium duo 8 months ago with my attention only slightly diverted.

B: how the customer service agent cancelled my subscription without my affirmative consent. (Instead of decreasing to just premium single)

C: how I can go without using duo but still be charged for it.

There needs to be more accountability on the part of customer service, better training, and they can't make the decision for the customer of what happens to their account. 

Maybe if someone is not using their account to the higher tier that they are paying for then there should be an automatic reminder that there's a lower-tier that they can use.