Downgrade of account

I have been trying to downgrade my account from a Private Client chequing account to a gold chequing account for almost a month now. I have tried the secure chat platform, which I was told that someone will phone me within 7 days which for some reason when they eventually do, the line gets cut off EVERY SINGE TIME . I have phoned (which took about 2 weeks for me to get a hold of someone as the app was sending the notification too late) to explain that I need to talk to someone then and there as every time I get a call from the bank the line cuts off as soon as I answer, I have rep**** to the emails I get from whoever was phoning me stating that they cannot get a hold of me, and then again I explain that as soon as I answer the line gets cut off. I have even given them my work number seeing as I get cut off each time. This is now getting ridiculous! I really am fed up with the service I have been receiving just to downgrade my account. I have also told the person I spoke to just now that I will not be paying the pro-rata fees for the private client account, nor will I pay for the private client fees this month if it takes me another month to try and downgrade! I will be disputing the fees until this gets sorted out!!!!