FNB IGNORING DISTRESS PLEAS

Despite numerous requests to FNB via recorded telephone conversations, electronic platforms as well as acknowledged emails, requesting FNB to downgrade my FNB accounts in order to cut down on the exorbitant monthly bank charges I have had no success. This has been spanning several months and FNB have yet to help me. I would like to think that an advanced bank such as FNB would have dozens of exception reports at their fingertips wherein it would be evident that I do not qualify for these accounts - yet FNB keep on harvesting these fees at my expense and to my detriment. Is this practice even allowed in terms of the Consumer Act? Furthermore, I understand that interest rates are attached (within reason) to credit facilities at the bank's discretion. Requests for any rate reductions have been vetoed and maximum penalties upheld. However, I do understand that the bank is well within its rights but does that make it right? "How can we help you?" does not seem to apply when attempting to improve your credit rating with FNB.