BAD CLIENT SERVICE

I have a private client account with FNB. On 11 December 2019 I requested that my account be downgraded to the Fusion premier account. In the beginning of January 2020 they sent me the application form which I signed and sent back. I never heard from FNB again. I called FNB 4 times from end January until today to find out what is happening with the downgrade and every time I am told that it has not been done yet. They will escalate it and call me back within minutes (which they never did). The one person told me that it was not done because the lady I spoke to in the beginning was on leave! So does this mean that when employees go on leave your case just gets left and forgotten in my case.

I am extremely disappointed in the client service from FNB. Why does it take more than 2 months to downgrade an account?