FNB - Downgrading account. (TAKING FOREVER TO ASSIST)

FNB consultants do not know their job. I sent a private chat wanting to downgrade my account, and the agent tells me she cant do it over the private chat i need to go into a branch, i eventually managed to go to a branch, only to get the consultant to do the downgrade on the very same chat function i had initially requested the downgrade.

Thereafter a consultant calls me to confirm the downgrade as per my request (whilst i was in the bank) this was a few days later. The consultant then said to me it takes 5-7 working days to get the request done and concluded.

It has been a month since that call happened, i called back to find out what the delay is, as im seeing now on my statement the monthly fee is still the old amount. The agent i then talk to now, had to refer back to the one who had logged the request, only for him to say that he hasn't gotten a response yet, therefore he didn't feel the need to follow up or send me an update. upon numerous follow ups, ones that lead to no response and some where im told i have to keep calling back to check if my request is being attended to. This is very disheartening to say the least.

Can i please get someone to assist me.