Downgrading from premium to gold

I have been trying to downgrade from a premium account to gold account for well over 8 months. I have been to FNB branch in Southgate since beginning of Feb at least 5 times. I spoke to Michelle who by the look of things is the team leader/manager of the consultants. She has escalated my quiry to the premium bankers at least three times and they have not comeback to me. Michelle pro. Used that all the charges that I have accrued will be reversed. That has not happened, I got an sms to come and collect my new card only to find that the account is still premium. I am not sure whether FNB is trying to milk as much as they can from me before this simple quiry is resolved. The other problem is that the account cannot be closed either because there's a GLITCH in the system as if it is my problem. I am putting this out here so that people can know what FNB is able to do to its customers. I may not be a big customer but I am a customer.