Extremely poor service for Private Bank Status

Dear FNB Team, Several weeks ago, I contacted FNB to request a downgrade of my account from Private Wealth. I had come to the conclusion that the status is purely cosmetic, with no tangible benefits, particularly as I have never heard from a dedicated private banker. During that call, I clearly instructed the consultant to proceed with the downgrade. At no point was I informed that someone would be calling me again, or that there would be any additional steps required from my side. Despite this, I began receiving calls during working hours, which I cannot answer. I then received an email stating that FNB had tried calling me and that the case was now closed. Today, I called again to follow up, only to discover that my downgrade request had not been actioned. The explanation: FNB couldn't reach me during office hours. I find this unacceptable—my instruction was clear, and the lack of follow-through is frustrating. While this may reflect well on the consultant’s query closure metrics, it leaves me, as a long-standing client, extremely disappointed, unfortunately, not for the first time. I expect this downgrade to be processed without further delay. Kindly confirm once it has been actioned