How can we NOT HELP you?

2 and a half months ago i went into the Hilton FNB to request a DOWNGRADE for my cheque account. They EVEN got me to write a motivation as to why i request such. Last month i popped in there and they checked on the computer and said that is WAS RECEIVED by head office and i should have an answer within a few days. WELL... its been 2 AND A HALF MONTHS of a big lot of NOTHING! Hilton have done all they can to help me but now head office FNB are just ignoring???????? This is HIGHLY wrong as you are charging me for an account that i do not even qualify for. Why are you ignoring? You suppose to be the bank that has the slogan: "HOW CAN WE HELP?" Well apparently you don't help.