More than disappointed!

I have been more than patient with FNB to downgrade my account, I have requested for this in October already, received a call confirming the change last month but changes have not been effected as we speak . I have since received an email with forms to downgrade my credit card and sent signed documents but nothing still. i have also been chatting with online consultants who promised someone would call me the following day ....guess what I'm still waiting...How hard is this request?