Frustrated at Fnb's customer service!!!

I visited the Cornubia branch on the 01.03.2019 requesting for my Gold cheque account to be downgraded to an easy account because I am now unemployed and will not be able to fit the monthly fee of R105. I was told that a letter needed to be sent through to the relevant dept and when confirmation is received then only will my request be complete and this process takes about 2 weeks. I followed up on the 28.03.2019, I went into the branch at Phoenix plaza and was told that this can only be done over the telephone so I called the support dept from the branch and was told that an urgent email will be sent to the person at the Cornubia branch to have this downgrade processed immediately. This was not done and due to fnb's lack of assistance, my debit order is now going to be affected. I am in no position to bare any extra costs in this and I expect the R105 that was debited to be returned to my account, this has been negligence on the consultant that initially handled this matter at the Cornubia branch. I would appreciate some immediate assistance with this. I shouldn't have to run around all the time doing follow ups when I initially instructed the consultant to have this downgrade done immediately.