FNB ***** not banking

Fnb confirmed my account was upgraded without my consent, this was almost 20 days ago, nothing has been done , no one has contacted me to advise on the way forward, no one can tell me the difference in pricing or benefits between and easy or cheque account but what they do know if that a cheque account is costs more than and easy account, however no one can explain why I am not being refunded the difference, easy account is R4,95 my cheque account monthly fees is R211 and then a R48 service fee, totalling R259 , why am I not being refunded the difference? Again I say FNB confirmed that this upgrade was done without my consent or knowledge , if I have been inconvenienced by this ********** upgrade why do I need to beg FNB for answers and solutions? I have received feedback from 4 different staff members all well trained to explain that FNB was wrong in doing the upgrade without my consent but without actually saying FNB was wrong, in all my years in customer service, I have never come across an organisation that trains it staff in such a manner that FNB can never be wrong irrespective if they are actually wrong