Absolutely horrible branch and online service

I am incredibly done with the service that FNB provides. They have gone all digital but they are clueless when it comes to what functions can be done at the branch and what can be done online. A few weeks ago I decided to downgrade my account to the smart account as the company that I am going to be apart off only deals with Nedbank. I went onto the app and requested for a downgrade as I can not afford to be paying bank charges all the place. I was then sent a request form or whatever it is called asking for screens of the banking system that FNB uses, imagine asking the client for that. I then walk into Ballito FNB, the hostess on that day not even asking you what do you need only for her to be staring at you. So eventually when I got to the consultant, I was told that I have to wait until Monday as there is someone already working on it. Up to date nothing has been done and I will not be liable for the bank charge this month. Its absolutely nonsense to be sent from online to the bank and vice versa. I would like for my account to be downgraded by the bank to the lowest of lowest as the only usage I have for it is my debit orders. I look foward for this to be changed