My account/card downgrade request not actioned

I have been in contact with FNB, I requested that they downgrade my account, I was promised 7 days turnaround time however I have been in contact with them for the past 2 weeks and my request has not been actions as yet, I am sent from pillar to post. I am very disappointed by their actions, the worst thing is that you can't even do the downgrade at the branch, I always have to call them.