Enterprise contract offers no additional value but keeps you hostage

I have been a user for 2+ years. We finally decided to become an "Enterprise" customer. Ever since we've become an enterprise customer in a period of 7 months they've changed our "Account specialist that gets to know our operation" 4 times. At what point is an account specialist irrelevant if they're quitting every 2 months. We signed a contract for $1800 a month. We've always been able to increase/decrease our users as our operation sees fit. Now apparently as an enterprise customer once you increase your licenses you cannot decrease them. So if you have a boost of employees and then you need to reduce they won't let you wait... They will let you reduce your number of licenses if you agree to extend your contract. Correct me if I'm wrong: Is this not considered bullying and holding you hostage? They say: The manager "Stephanie" had the audacity to tell me "We don't HAVE to let you reduce your number of licenses" but we'll let you if you extend your contract. To me, this is a shameful practice. Not only have we not received any type of "Enterprise" level of customer service but they're trying to hold us hostage. Whether you're an enterprise customer or SMB you still get to work with offshore customer service and the software is still exactly the same. The distinction is you get held hostage plus you get an account specialist that quits every 3 months. We're already in the process of moving to another vendor. Best of wishes to their "finance, management, leadership" team.