Bad customer service

I'm soo annoyed with FNB right now. On friday I went to the branch to reverse Debit order and I was told to do it on the App and till today I haven't received any response and debit order not reversed. Today I came to the branch again and I was given *** to and I was sent from pillar to post by the call center. I filled a form and I was told that they don't know when the reversal will be done because of backlog. I also check if my account was downgraded because I realized that charges were of the account that i initially wanted to downgrade. To my suprise the downgrade was not done and I went to the branch on the 23rd of March and today it's the 13th of May. According to my knowledge account downgrade is suppose to happen within 5 working days and yet I'm going to 2 Months. They seem to seem to blame COVID19 for everything. Its sooo annoying.