I I have been trying to get assistance from FNB for over 2 months

I I have been trying to get assistance from FNB for over 2 months. Firstly, I have a ***** transaction CAS-***1-M3D2G5. It's still not resolved. I then requested for my account to be downgraded, referred to Portia PB272. Two months later, the account isn't downgraded, and I'm incurring additional fees on all my accounts. I'm Aldo awaiting a refund from Shein from the end of March. That too, they referred and nothing. I sent a secure message on the FNB app and the consultants. The list is so long that I can't help or don't understand what is needed. I can't fully understand how such a big banking organization can be so ***********. How do I even get things resolved. Money keeps getting deducted, and my supposed bank is almost helping *****sters and not their customers. I am at a point of closing all my accounts and moving to Capitec as they certainly have better customer service