FNB not downgrading my account

Good Day

I am very furious with FNB . I have been trying to get my premium account to be downgraded from premium to Savings. I first tried on the email they called me and told me they will call me again after everything has been processed. and nothing happened then I sent another email , I was told to call . When I called Premium Contact centre I was told to go to the branch. On Saturday 16 November I went to the Lenasia town branch. I filled the forms and I was told I will get a feedback in 5 days. I nothing happened so I went again to the branch Saturday 23 November , then I was told the only person who can help me is the one who did my application and she is currently on leave. How is it that when you no longer have money and you need the bank to help you by downgrading the account you have to be sent back and forth. When I app**** for the account the were no issues now that I want to downgrade the are so many issues . Peter please help , as I can no longer afford this account and I am under debt review, this account is setting me back.