FNB dragging their feet

So I have been with FNB since I was a teenager, never had any problems.

Since being a premier account holder, they changed some rules over the time as to how to qualify and earn ebucks, and it has become a great deal to benefit to the maximum. Life happens and I have requested an account downgrade, to make it easier to earn on the rewards system, pay a little less monthly account fee etc

FNB is so quick to pre-approve or call you to upgrade your account, but when you as a good customer asks for downgrade, they completely forget about you? How is that loyalty? I cannot think that they can be so busy to leave you hanging for weeks... Terrible really..

So in a nutshell, on 31.07.19 at 13h11, I sent the agreement for them to add to my profile and process the downgrade. On 19.08.19 at 13h39, being inpatient with the wait, I sent a follow up mail to enquire about what the delay is about, still nothing??

Today, 22.08.19, phoning and hanging for assistance, I hear that they only received the documents on 19.08.19, which is actually my follow up mail, and they are now busy with the process?

This is pathetic, and I actually just want to migrate to a different financial provider