FNB are ignoring my request

I have been trying to downgrade my cheque account. I finally managed to speak to a consultant on 29 October, who processed my request and gave me a reference number. She told me I would be contacted within a few days. After not hearing from them, I contacted them after 10 days, and was told it was in process and would be done within 48 hours. I queried again 2 days later and was again told it would be done within 48 hours. I have requested for escalation to management, but no one has contacted me. I have asked for reasons for the delay, but they won't tell me. I now want senior management to step in and resolve the issue.