FNB Bad service

I opened an account at FNB in March, I was unable to use the internet banking, I had to go to a branch. I am a teacher and my time is limited. I went to Irene Mall, the lady assisted me to set up a password and login. She could not assist with IN contact, I had to phone them. They were not able to assist over the phone. I went to Woodlands, got IN contact and logged in to fine my account is R500 in arrears. I haven't used the account 1 day. It is bank cost, but I could not get into the account. The lady suggest I downgrade to saving account. They said they will send an e-mail, up to today I am still struggling to downgrade the account and the bank cost keep on rising in an account I haven't used once.!