Account Downgrade requested

On August the 28th I received an email from FNB Contact Centre pertaining my request to downgrade my Gold Cheque account to the more affordable Pay As You Use Easy account as I am permanently disabled, medically boarded due to Parkinson's Disease and unable to visit in-branch. I received a reply email with reference number ***Q stating they will respond within 8 working hours. I'm still waiting on their response! All I need is to have my account downgraded please, as I can no longer afford the monthly fee as well as additional service/transaction fees!