Account downgrading not done. Money disappearing!

I have recently emigrated. Before leaving the country I requested that my account be downgraded to the basic savings account at R5 per month as I would not be using the account often and only kept it open to pay a few bills. I was assured that the account had been downgraded before I left, only to find that my funds were disappearing. The downgrading was NOT done and FNB have been charging me R199 per month. I have made a few attempts to contact them. No help has been received. All I want is my money to be refunded and my account to be downgraded. Please help.