FNB Bad Service

On 09/04/18 I sent a mail requesting a downgrade on my cheque and credit accounts from private to gold. On 10/04/18 I received a reply stating that somebody will contact me to assist with my request. Nobody contacted me until I phone the private bank lounge on 24/04/18 only to be told that I need to speak to my private banker because she needs to authorize the downgrade. On *** I sent a mail to my private banker requesting the downgrade and she didn't reply to my mail. The next day 25/04/18 I sent another mail to my private banker requesting my downgrade and again she didn't reply. It is now the 27/04/18 and nobody is assiting me with my request, I don't know why it is taking 3 weeks for my account to be downgraded but I need this to be done ASAP. I am paying all these bank fees for nothing. This is the worst service I have ever received from FNB in all the years that I have been with the.