Disgusted after 23years off service

It's with great sadness that I write to FNB, after being with you guys for over 2 decades I am horrified with the service I have received, I requested a downgrade from a private account to an easy pay as you use account which would be used purely for savings, this request was done in January and I was advised that my account would be downgraded within 7 days... There is a huge difference between these accounts... The one costs over R400 and the other costs R5.... My account was not downgraded within 7 days, I called at the end of the month and was told the same thing again.... Needless to say from January till August I was charged the fees of a private account, is this being TCF to your client???? Kindly pull all calls made for my account from January and if you don't have these calls I will report this the the FAIS Ombudsman for invalid record keeping, I refuse to pay these fees as I requested a downgrade and was told that it was down, you guys do your business telephonically and this is your electronic signature and I am perturbed that you expect me to pay for something that I requested not to have. After 23 years of service I am disgusted that you conduct business this way.