Account downgrade not done

On 22 December 2015, I visited branch to ask branch to downgrade my bank account from private client to normal savings account. I was told its will be done and I must come to branch once card has arrived. Its was never done. In January 2016 after realizing that the bank has charged me private client fees, I want to bank to enquirer if the downgrade was done. The consultant said its was not done and Elvis the team leader promised to follow up the matter with card division. on 05 February 2016, I went there again to follow up and only to find that nothing was done on my query. I want down grade to be done and all bank charges as to be as per savings account and be backdated to 22 December 2015.