Bad service

I recently(2 months ago) requested a downgrade for an account which I had opened for my child, because for some reason not known by me an account for an adult was opened, what makes me angry the most is the fact that after the account was opened, I even received an email requesting me to go the branch to submit documents(including a birth certificate) needed to verify the account, the email which was sent two years ago already. I did submit the documents at FNB Maponya branch. Fast forward to today, after sending emails and signed copy of my Id numerously as required for the downgrade to the account that I had initially required, the account is still not downgraded. Today to my surprise I received an email from FNB and they are asking how they should assist me, honestly I don't know if this how they treat their clients or I am just unlucky.