FNB Private Client ****

I have an FNB gold cheque account which I saw now has been upgraded without my consent. I've never heard from my personal banker, nor do I use the account, yet I pay R500 per month in banking fees. I phoned to close the account, 17 minutes in and the agent doesn't know how to close the account nor can escalate the matter for me. If that is the private client experience then FNB is robbing people blindly.