Its now been 3 months and nothing has been done

This is the 3rd month now that I am complaining about the same issue, it all started on the 15th September 2020 when I communicated with FNB that I can not afford the high bank charges associated with a Gold cheque account, I received a response from Shirelle Skippers on the 15th Sept where she offered me a downgrade to an Easy Smart account, to which I responded that I would rather she put me into that option, needless to say, that was never done...On the 14th of October 2020, I sent another complaint about the same thing, to which I received a response from Khaliso P****tse, who asked that I send her a dated and signed ID copy and they will assist me, I did that and, what a surprise, nothing was done yet again...I now check my online banking profile and already I owe R213.37 in bank fees, and that's not even including the R109.00 that they are still going to charge me as a monthly account fee, which basically means that I am going to loose a total of R322.37 due to FNB staff either unwilling, unable or just could care less to assist me...I wouldn't be liable for these fees had what I had requested been done when I requested it...and I refuse to be charged such exorbitant fees, when I had done everything in my power to avoid them...This is the last time I am doing this, if FNB or its staff is not willing to rectify this, I am closing this account, I am so sick and tired of this incompetence, it is so infuriating,