Account downgrade nightmare

I have tried several times to downgrade my account from private client to premier without success. My first request was closed - saying they were unable to get hold of me and must log a new request. Then I logged a second request and they gave me the same reason via the email without option of calling them back (to resolve this issue). It is a standard practice in the business industry to request a customer/person to call back asap when they missed your call (at that particular time). However, this was not done by FNB, instead they opt to close my request without resolving it and requested me to log a new request over and over again. What kind of practice is this? Frustrating the customer so he can give up on the account downgrading process.