**************** and miscommunication

I am bitterly disappointed with the lack of service and communication I recently received from FNB. I requested to downgrade my account from Premier to Gold as the perks of Premier no longer benefit me so it is unnecessary to pay R115 more per month. When I called on 12 September to request the downgrade and was told that someone would CALL me to confirm the downgrade and the fees involved in 3-5 days. I received an email from Christelle Pelwan on 18 September stating that she had downgraded my account. I then noticed a monthly account fee of R138 had come off of my account. This was not relayed to me. I emailed back and requested clarification on the fee as well as what fee I will be paying at the end of the month. I have still not had the decency of a reply. So I have now paid R220 on 1 September to FNB and a further R138 on 18 September to FNB and have no idea if I will be paying another R109 on 1 October?????? This is absolutely ridiculous!! I want an answer as to what all the fees are for!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!