HOW CAN WE HELP? You are not helping

I have been calling FNB to downgrade my credit facility from private client to normal. The facility was opened in error. My first call was on the 19 August, no feedback, call back on 23 August. only the I was informed that query is closed without I receive a response from them. Another call was logged and yet no response, called back on 28 August. I was informed that query is closed without I receive a response from them. Another call was logged and yet no response, called back on 30 August. Same ****. I am getting billed for the service I don't want. HOW CAN WE HELP? You are not helping.