Bad Experience With First National Bank Brakpan

I am really unhappy with the service I received from FNB Brakpan ( cnr Prince George and Voortrekker). When I wanted to upgrade my account, it was done in 3 minutes with no issues. But when I tried to downgrade, I was sent from pillar to post with no clear answers or assistance. The process has been frustrating and completely unacceptable. Customers should receive the same level of service regardless of whether they are upgrading or downgrading. FNB needs to do better or is because I'm a black client?