Absa not switching account after I switched it inside one of their branches

A few weeks ago, I went to a branch and my account was changed from premium banking to Ultimate bundle. I was inside the branch for over two hours and now I find out that I'm still on Premium banking and not on the Ultimate bundle, after I enquired about incorrect bank fees charged. I am getting upset with the constant lack of service from all these entities that just keeps taking our money and offer zero customer service. If this is not attended to, I will cancel all my related products (bond, investment, credit card, cheque account) and switch banks. How can I be inside a branch for over two hours to do this, only to find out that it hasn't been done?