FNB is useless at being able to close an account

My wife went into Bayside FNB branch a number of weeks ago to downgrade her premier cheque account to an easy account (i.e. plain savings account). She was told it had been processed, but now weeks later she is still sitting with a premier account- she has been charged monthly premier account fees (R180) and penalized for declined authorisation fees as a result. When calling to find out why this has not been actioned, she was told she would need to once again go into the bank to try and resolve the issue. Why must something as simple as downgrading an account require two trips to the bank and also how is it acceptable to be told something has been actioned, only to discover no action has been made. @FNB, for all your bragging about being the best digital bank, surely you should be able to accomplish something as simple as changing an account without a person having to go into your branches? Ridiculously poor customer service and no answers other than "go into your closest FNB branch" again.

Useless bank. This is why we have moved our primary accounts to Investec!