16 Days to downgrade account yet upgrade is not reversible

On the 30th of April 2020 my child accidentally upgraded me to Private Clients account, after leaving my phone attending to a visitor. Immediately upon seeing the upgrade messages I tried calling FNB with no luck, got through on the 1st of May only to be told to call Private Account on the 2nd and on the 2nd was on hold for an hour until I ran out of airtime. I again called on the 4th only for a request to be logged (CAS***T6N1X7) and be informed that it would take 7 - 14. I have subsequently called and an escalation was logged (rk***) and another escalation was requested this morning. Can I please have someone from the downgrade department to call me and address my issue as my ebucks are affected by this.