Impossible to downgrade account!!!!

Im so confused at the service that FNB gives. Due to Covid I am unable to return to South Africa since there are no flights and because life happens I need to downgrade from a gold account to an easy account. I contacted FNB and told them I need to downgrade my account and I was told this is impossible to do it online or via telephone and will need to physically come into the branch. I was told there was no way to help. I was told to contact their care division and I received a message that a rep would contact me. Its been over a month and I have had no contact from FNB but my bank charges keep getting paid to zero service. I feel like I am being held ransom. You can get a 100k credit card via a phone but if you dare want to downgrade / close an account you get ignored. Disappointing. And it also shows a lack of empathy on their part.