Infuriating service!

I am infuriated with trying to get assistance from FNB. I made contact through the “my team of bankers “ facility on 9 April and after waiting an age was assisted by a Trevor Mabalane. My request is simple. I want to downgrade my account as i live abroad and don’t transact much but am still being charged exorbitant fees. I was told I would hear from FNB. I never did. Today I’ve tried again-waited 2 hours for someone to acknowledge my message, after some back and forth was asked to wait while they accessed my profile and was then kicked off by the system as they hadn’t heard from me. Now I’m back in the queue, will wait another 3 hours and then will have to start the whole story all over again. What has happened to FNB?