FNB not changing my account type

I have a private wealth account which I have been trying to change to a gold account from 6 January. I sent my initial request and was contacted a few days later by FNB to change the account. I waited until Feb but it was never changed. Emailed them again, again was told it was done and even received n email with ref stating my request was complete. Again account not changed. Phoned so many times, emailed again and again and it's like they just refuse to do it. They still take the R499 bank charge every month as well. I just want the account changed and the bank charges from Jan up to now refunded. How is it so difficult???