FNB - HOW CAN WE ANNOY YOU

I've asked on 22 September for an account downgrade via in-app messenger, agent was Brendin. He confirmed it was logged. I followed up today on the effective date and was told by Liziwe via the app it was logged today and an agent will call me within 7 days. I requested for this change to be effective 1 October, backdated, as it should have take 7 days. Any charges (R399 vs. R199 SHOULD BE REFUNDED) Why CAN'T FNB GET IT RIGHT THE FIRST TIME????