Account downgrade request - "Escalating" has less than ZERO effect - 16 days and counting

On the 3'rd of June 2020, I phoned in and requested a downgrade from Private to Gold. I did not get a ref number, thinking it was not needed. On the 15'th I requested feedback over secure chat only to be notified there was no request logged. I asked someone to listen to the call from the 3'rd and that they call me back. A new request was created. I asked again on the 17'th, still, nobody has listened to it or contacted me. Today I again requested feedback on the downgrade, but it seems I need to wait 2 more days and there is no feedback from them about my "missing" call from the 3'rd. 3 times the agents "escalated" it, and it made zero difference. I requested a few times for a senior employee to call me, but still nothing. I have had this account for more than 20 years, and that means nothing to you.