Account Downgrade - Lack of communication. Poor service

I called FNB to do a downgrade on my cheque account from Private to Gold cheque on the 22nd of August 2019 and was advised that this process takes a few days to complete and someone will get back to me. After not hearing anything for 2 weeks, I called the call center to be advised that it has been assigned to a consultant and they will email them to call me back.

It is now over a month since I logged this request and have not heard anything back from anyone. Please can someone get back to me urgently as this is completely unacceptable!