Super terrible service from absa

The only time absa respond or attend to their customer query is only if I write to hello Peter without doing that I don't get help from absa. I've been with the same bank from 2007 but the service I'm getting needs to invistigated because there's no way one can get the same service even after matter was excalated I requested to download grade from current account to savings account that was 3 weeks back but on joy at all What a bad service from the branch and from the contact center Can I get feedback on my request for downgrade