Fnb Premier account not downgraded!!!

I called FNB to downgrade from Premier account to Gold Cheque account. First I spoke to somebody who was rather professional, when I told them I wanted to downgrade I got transferred to somebody who was quite the opposite. They told me my request was actioned but I just see the that they have charged me for a premier account AGAIN. Feeling very fed-up that I have to call them again to get this sorted!!!!