Bad service

Two months in a row I been asking them to downgrade my account , first time I was told it was done and trusted them and didn't ask for confirmation.

Second time around I contacted them for confirmation , now been told it has been done but the details on the app are still stating my current account which I don't want hence I requested for a downgrade .

I'm irritated as I had to follow up and now being told it has been done and must get the account confirmation letter , did that and is still showing it is a cheque account .