Downgrading FNB account in protest of bad service

I changed my account to fnb a few years ago because fnb were always ahead of the trend and innovative, they still are, but their customer service and query resolution is terrible. I have had a terrible experience accepting a home loan from fnb, they insist on charging a extra insurance that no other bank requires, it may be acceptable as it covers you but it's just too expensive, and in me trying to obtain this very expensive insurance fnb has just got it all wrong at every step and have now delayed the lodging of my bond. Fnb's solution to my queries is contacting me after business hours and agreeing with me that their service is unacceptable, this is a call from a senior regional manager, so it's clear they are not willing to help me. My short term solution now is to down grade my account as I'm not willing to pay so much to a bank not willing to help me and there is zero benefit to being a private client and long term I will try to move my bond and car loan, I'll probably lose out but it will be worth it in principle. Do not use FNB homeloan it is expensive.