Incorrect Inquiry on ITC for Account Downgrade

I am very disappointed with the service recevied from FNB service recovery advisor Bongani Mnguni, he never communicate or respond to emails, I called FNB on the 26th September requesting a downgrade of my account to Aspire that was another bad exprience i had to go through, was ****raded to incorrect account i never requsted when it was finaly corrected i had an ITC check done on my name which i never gave consent, i was assured it mean nothing as they dont do ITC check for downgrade yet Experian shows that an inquiry was done, i have asked for this to be removed with no luck. I have been on the call non stop yet no one seems to care with REF ***.