FNB is a ****

I went to the bank a few days ago to downgrade my account, I was then told its not possible for it to happen immediately but an email will be sent requesting to downgrade it. This morning I woke up my account is on arrears of R240 Bank Fee and R45 services. It totals up to - R285. I wanted a downgrade because of affordability, I haven't even used. My account this month. I'm expected to pay for something I needed a downgrade on. How is this to happen? Downgrading my account meant that I am struggling financially yet they're taking too long to grant me that downgrade. Upgrades happen immediately yet downgrades take time. What is this.?