FNB REFUSES TO DOWNGRADE MY PRODUCT SINCE I WILL BE PAYING LESS

I have asked for my account to be downgraded I was told it will take 10 to 21 working days, its been long over due and they're are still charging me, I have been banking with them for almost two decades but I guess they don't value my business Im very disappointed in FNB, they are strong arming me to keep a product I no longer want, the only other option is to switch backs, really really disappointed. This is the case number they refuse to assist me with CAS-***2-R0H3Y6