FNB wont downgrade my account after numerous requests

Hi, I took out an additional account a year and a half ago, as I needed this to start a small business I didn't want an expensive account. The person who set up my account DID NOT LISTEN to me and gave me an account based on my salary. I only noticed this months later. I had asked for my account to be downgrade numerous times, after FNB didn't downgrade it, I asked them to close the account as I had lost close to a few thousands of rands per month - more than I was making. They did not close my account. I went into the bank to close my account and they said as I had used my card recently, I could only downgrade it. This was in December. This month my fee goes off AND IT HADNT BEEN DOWNGRADED. Why is FNB taking my money and not changing the account. How do I get this fixed? I phoned them when I noticed and they said from next month my account will be downgraded. When asked what happened to my fee, the agent ignored me. This is shocking.