Reducing the number of licenses is too difficult.

I have a request to reduce the number of licenses in my account as our company has made staff changes. I've chatted with support 5 times, and all failed, even though I've clearly stated that I am not accepting any offers. But they kept saying they would check and then disconnected. I've contacted so many times and I'm tired of this situation. Has anyone experienced a similar problem? And ultimately, how can I reduce the number of licenses? Does the support department have some kind of KPI set when reducing a customer's licenses? This way of doing is really absurd.