Bad service !!!!!!

I am very disappointed in the service of the bankers. I had upgraded my account to private client then decided to downgrade due to high bank fees... a case was opened and when I followed up, the banker never did send my request for a downgrade. I opened another case and Sinvuyo Mtshizana contacted me for the downgrade and couldn’t get a hold of me. I then contacted her back for assistance.. There was something wrong with the system and she said she would get back to me on that day again but never did. I emailed twice and she has never responded. Basically my downgrade is taking weeks and weeks to be finalized and I’m not happy because I must pay these high fees in the meantime. This is not on!!!!!!! I’ve been a client for years and this service takes the cup.