Bad customer service

on the 21 April 2026 I have called to downgrade the account to Easy account and I was promised that will only take 5 days. to my surprise a month later it was still not changed. I called and nothing happened and I even went to the branch but still the account was not changed. They deducted monthly fees and I called for them to be reversed but still nothing. instead, they changed it to another account that I have not requested. that very same account it also took charges again. I don't understand what FNB really wants from me. please assist.