Deliberately delaying process to charge additional fees

Dear FNB,

I’ve requested that my account be downgraded, and after a few days of following up, one of my accounts was successfully downgraded. However, on February 4th, I had to follow up again regarding my credit account, and I was informed that there would be a 24-hour turnaround time. Unfortunately, despite my repeated requests, nothing was done, and 24 days later, I was charged additional fees on my credit card because my cheque was moved and not my credit account. When I expressed my concern about additional and prorated fees, I was told that the issue would be resolved within 24 hours. I believe this is just one of many instances where FNB charges additional fees by delaying the process. As a result, I am forced to close the account due to the lack of trust and the inconveniences.