months long difficulty downgrading my account

I have requested a downgrade of my account around October 2024 via the secure chat and was told that it would take a few days for the downgrade to be implemented. Not only was my secure chat message history cleared but months later the downgrade was not implemented. Recently I noticed that the downgrade was not implemented a I was paying R480 as a opposed to R115 for service fees and made further request for a downgrade and the request was rejected only for me to have to contact FNB again where a banker was trying to coerce me to stay with Private clients after I have insisted that I want a downgrade. I asked whether I will be reimbursed for the months I have been paying R480 instead of R115 since I made the request last year to which I was not given any direct answer. Eventually after emailing her today I finally got my account downgraded but because its the first of the month Im still liable to pay the R480 account fees even though my most recent request was made on the 24th of March 2025.

I dont understand how FNB can force one to pay for a service that their customer explicitly does not want. I would like a refund for all the months that I have been paying R480 where I was meant to be paying R115 or im closing my account and taking my money elsewhere to a different bank.