not down grading my account

on the 13 may 25 i did a secure chat to remove my overdraft facility, they had to down grade my account to premier select and it would cost me R49 a month. i was advised it would take 7 - 10 working days - reference CAS-***_C2W622 - Thulisile. i now see they debited by account with R90 and by funeral policy debit order bounced because there was not enough funds in my account and they charged me an unpaid fee of R105. now my funeral policy is not paid and i am short R105 and the difference between R90 and R49. all because someone at FNB did not so their job! i am disgusted that this took place. i am a pensioner saving my money and this is how fnb treats their clients. i then tried another secure chat today 3/6/25 to try and resolve this and i was told they cant help me and now the chat is missing from my messages *** FNB! my *** Victor John Segers. SORT THIS OUT ASAP FNB