Bad service

Today is the 3rd time since the 13th of May I have contacted FNB to downgrade my premier account back to a gold cheque account. Every time the unhelpful consultants say that they will send a request - today after telling me this consultant will check the line just went quiet. I am not happy with the service given - noted I have never had issues in the past, but after waiting more than 2 months for my request to be done I am infuriated. How useless is FNB?