Fnb does want to downgrade my account and took my money

I have been trying to downgrade my account from a fusion to a normal gold account for months, when i did it, i did it over the phone now I’m being told to write an email or go to the branch. I wrote the email and was told to wait 3-5 working days of which after my follow up someone else told me to wait 5-7 working day. And that 7 days is up now. And just to put a cherry on top i decide to reduce my credit meanwhile only to have my available balance be less than a R1000 after doing that.

Everytime i report this on the fnb chat app consultants just disappear