FNB How can we NOT help you?

To say that I am disappointed with the service I have had from FNB when trying to downgrade my account from Premier to Encore Gold over the past month is an understatement. I called on 5 Feb because I was notified by FNB that the option I was on would not be available as of 28 Feb 2018. I was promised a call from the rescue department. No call forthcoming. I phoned again, same story, the person promised me they would send an urgent email to the responsible person to contact me. Nothing. I called again on 26th. Same promise and same result, nothing. In between I have used secure chat on the FNB app, at least got a reference number. The person dealing with this has still not contacted me. It is now well over the 7 to 14 working days this is supposed to take. How hard is it to downgrade an account? It is simple enough for them to upgrade you without you asking. I am beginning to wonder if going to the bank and throwing a tantrum and closing my accounts would get some response, but that is not my style nor the way to resolve issues. I am however very, very frustrated and disappointed with FNB.