Easy to upgrade and Impossible downgrade

I have had the worst experience with FnB the past few weeks that I am very close to closing my account for the first time in 12 years.

I went into your branch in Woodstock 3 times because I wanted to change my account from premier to a normal gold account. They took my details and I was told someone would be in contact with me. No one ever did.

Then I was finally told that I need to change the account via secure chat. The person on the chat told me they can't help me because my device is not varied. They told me to call the 5777 000 number which was engaged. When I called the gold number and asked to be transferred it kept sending me to a new person in the gold department and I had to explain my problem again. This happened 5 times until I asked for a manager to call me back. No one ever called me.

I tried to verify my phone, I go to setting, then to My devices and Browser and only get as far as the View more information page.

I just want to change my account.