Fnb service and they rob you

I have been with them since 2020 , i called them in July to get my account downgraded to an aspire check account..the guy who assisted me said everything was done ..I called on the 5th of August and spoke to Katlego Imelda Poo ..she suppose to downgrade me but all I received was a e mail to rate the service ...they have not downgraded me , hope this hello Peter helps