I was offered an upgrade of my cheque account to Private Clients, then I was retrenched in 2017

I was offered an upgrade of my cheque account to Private Clients, then I was retrenched in 2017. Because of the huge bank charges I tried to downgrade my account as I was no longer having a regular income commensurate to the type of account. The bank has been giving me a runaround for a while. I visited a branch and I was put on a call, but they told me they can't access my account, and I had to phone their 'Debt Administration', this is because I had made an attempt for debt review but abandoned the process. Each time I contact the bank they say I must remove the debt review information via the company that attempted the process. I can't get hold of the company. In the meantime FNB deducts R400 to R500 monthly from my account, this is money I can ill afford as I'm still struggling since my retrenchment. I'm now stuck with these bank charges with the account I can't downgrade.