Fusion confusion

On the 22 July 2020 I had an online chat with Jacob he was very nice he gave me assurance that my account will be downgraded from fusion because I didn't want to have an over draft amount anymore, actually I wanted to pay what I owe off, to my surprise you can't do that with fusion, as I was talking to him he told me that he will assist me in downgrading to normal Cheque account, the next thing a screen pops up that I must accept because I was in the app I thought he downgraded that's what I must accept, only to find that the system created another account for me I then requested for the account to be closed he told me that he can't because it's inactive but I'll get a call within 48hrs till today I'm still waiting for the call and now I'm receiving emails for moving my debit orders and sms's saying I must activate the new account, I don't want to change my account number