*********** inconveniencing service

on the 30th November i went to mall@reeds and i was assisted by Matilda,to request my account to be downgraded from private client to the normal cheque account and when i got there Matilda told me that its no longer done at the bank it has to be processed at head office and she send an email and cc'ed me in it,and clearly my request to downgrade from private client was NOT processed 2 weeks later,as on Saturday the 14th December no one of the call center agent was able to assist me as they kept saying we are transferring your call to the private client department. i Just sold my house and the attorneys settled my FNB homeloan all i wanted to check was when will i be getting my refund/change and i was told my query was with private client, and they won't be able to assist,they transferred the call and it ranged for a long time with no answer,i ended up with no help from FNB on Saturday.This private client is not benefiting me in anyway but just to many many expensive service fee and inconveniencing when you need help asap there is no help, once i was told my private banker will contact me,how inconveniencing that is,normal call center agents assist way better than the agents in the private client nonsense department. I don't understand why FNB waits for us to complain before we are assisted. can someone please process the downgrading of my account as requested by Matilda on my behalf from mall@reds. its now heading towards another month end and i don't want to be charged the private client fees as i have long requested for a downgrade. i don't want anyone from FNB calling me as they become so rude and once the agent laughed when i was re-explaining my issue as she had asked me to,so i would not like a call from anyone just for my account to be downgraded. and send confirmation to my email. i know you don't care and its alright,i just want my account to be downgraded as requested while i'm still figuring my way out of FNB.