FNB Horrible Service - Downgrade

On the 30th of October 2020, I put in a request to downgrade my account from Private Clients to Gold using the secure chat on the FNB app. The process seemed fairly simple and I was given a reference number and informed that this would be processed within 7 working days. 7 working days had passed and no one had contacted me therefore I reached out to FNB, now I was told that this would take 7-14 working days to action. I asked if there is a number that I could call to expedite the process however they informed me that there is no contact person for downgrades. Therefore, I waited again. 14 working days had passed and still no contact, I escalated the matter once again and now I was informed that the downgrade was escalated to the team leader. 15 working days had passed and still no contact, I contacted FNB once again and the banker mentioned that he has escalated the matter to his manager and I should be contacted within 24-48hours. Still no contact. I am upset with the level of service I am receiving from FNB. It appears that they are intentionally delaying and making the downgrade process difficult to deter customers. I would not recommend FNB to anyone, the bank fees are high and do not match the services received. I am personally consider changing my bank.