Downgrade of my account

I have been requesting to downgrade my account from private wealth to aspire but I have been taken from pillar to post. I called the bank they told me I should go to the branch for assistant. When I arrive at branch at attlyn attridgeville they told I should phone. I'm so irritated because I ca not afford a private wealth account fees . They can gave me my banker details , he or she is not responding to my emails or calls. What kind of bank is this. I don't have a choice but to open another account at another bank because I can't afford Thier fees