Downgrade from FNB premier to Cheque account

Why is it so difficult to downgrade your FNB Premier Account to Cheque account, I called fnb customer care and I was told someone will call me in the next 72 Hours to confirm my request, I waited for their call but no one called until I got an email saying they are going to close my request because someone tried to call me but with no luck, I rep**** to their email telling them that I didn’t get any notification and no one has called me even today I am still waiting for the call I am a bit confused why must they call me to confirm my request I already told them I want to downgrade, this is so unfair.....