FNB refuses to downgrade me to premiere banking

I have been waiting for over two weeks now to get moved back on premier Banking. I have called several times and was told someone will call me 2-5 working days. My last call, I was told my matter was escalated to the manger and will receive a call the next day,I’ve been waiting for that call since Wednesday. Fail to understand why it’s easy to upgrade ones account on the app but to downgrade I need to wait forever? So basically I’m stuck with private bank option which is of no help to me. So how does one go about changing this if I can’t get help from FNB customer care?