Bank too big for its own good, cannot service its cutomers properly

This complaint relates to both the FNB branch in Brooklyn Mall (Pretoria) as well as FNB Premier banking division. Some time in August 2018 I walked into the said branch to ask for a downgrade of my cheque account to an Easy Account (savings). I was told it will be done in 48 hours. 48 hours, a week, 2 weeks, passed, nothing. After numerous follow up visits to the branch without any result, I just became frustrated and decided to contact the Premier banking division. After taking a while to respond to my request, they came back to me on 15 October asking for a letter requesting the downgrade (apparently because of my risk profile - being under debt counselling). What has closing or downgrading an account has to do with that? Baffles me. I have since been waiting after sending the requested letter on 18 October. I have sent a follow up request on 23 October for the delay, nothing coming from FNB. I have many problems that have to do with FNB and its partner Direct Axis at the moment. The service I am receiving is soul breaking and depressing. I regret ever doing business with this bank, the service level makes me want to scream to the world to never do any business with FNB. In good faith I have acted, and yet they repeatedly are letting me down. While it will require magic to do the requested downgrade, FNB continues to load charges on my account at the FNB premier cheque prices (that is roughly R200 per month), 2 months after I requested to downgrade to the Easy account, which will be roughly less than R10 per month and pay as you use fees. Mind you I am paying R200 for an account I do not use, as I switched to another bank for my primary account.