I have been asking since March for my private banking account to be downgraded

I have been asking since March for my private banking account to be downgraded. I have received confirmation calls as well as reference numbers. I am also waiting for the refund of the fees for March and April only for the fee for May to be debited leaving the account in a negative as I am preparing to close the account. I honestly cannot comprehend just how *********** people can be. Please could I be refunded in full as well as have this account closed.