Account downgrade issues

I’ve been trying to downgrade my account from an aspire. I emailed the bank on the 13th of February for the downgrade and they asked me to provide an ID and I did, did hear anything back from them. I tried calling after that, they told me to go to the branch. When I went to the branch, they told me they logged a downgrade and it will take 48hours. I chatted to an agent 48 hours after that and them they tell me it actually takes 5-7 days. I really don’t understand what’s happening with this people, even now I haven’t gotten the downgrade. They are just interested in their own benefits.