Incompetency

I was contacted and told I was due for an upgrade to a premier cheque client, the agent did not bother explaining the different pricing pricing options and placed me on the pay as you earn pricing option, as is I am paying fees more than a private wealth client. Furthermore I called requesting for a downgrade of which I ended up having to go to the branch and make the change myself and for my refunds, its been weeks no the query is going back and and forth.... So much for "How can we help You" I work too hard for my money and I cannot waste my money on a decision someone saw fit for me or was too lazy to do what they get paid for.. I want my money back all of it.