No call beck form FNB to assist with downgrade

I have an FNB cheque account since 2012, and i upgraded to a private client in 2017. i called on 23 December 2019 and spoke to Sifiso Kunene to request a downgrade to a gold cheque account and my reasons are that i am not getting any benefits but instead i'm paying the bank fees of R399 every month. A query was logged and i was told someone would contact me within 7 days to do the downgrade.

I called again on 30 December 2019 and i spoke to Nkanyiso who then promised to escalate my query to his manager since and promised i will get a call back.

today is 10 January and no one has contacted me to help me with the downgrade and i have emailed my private banker to assist with this and no response from Olga Tshwane.

When i requested an upgrade, i got a call within 24 hours and funny that when i want a downgrade i have to wait a month so FNB can continue to ****** money from their clients.