Pathetic client service from First National Bank

I had a Gold cheque account account with FNB since 2008 which has been upgraded to a Premier cheque. I agreed to the account being upgraded after it was offered to me but has recently realised that it is too costly for me and that I cannot afford it and also I am not benefiting from it and also there is something fishy about their monthly bank charges. At the end of March I was charged double and my bank charges went up to over R400

On the 03rd week of April 2018 I went to the Gateway FNB branch in Durban and requested that my account is downgraded to an easy account as it is not so expensive and I was told to call the number ********** 000 and that they will change my account over the phone.

I called the number and spoke to a consultant, (can't recall his name). He advised that I had to send an email for the account to be downgraded and that they will attend to the written request and confirm. I send the 1st request on the 24th April and a follow up email on the 26th April but up until today I have not received any feedback regarding my request. I still have copies of both emails sent to FNB Premier banking.

The bank charges of R185.00 was added again at the end of April, and nobody has contacted me about my request. I am only getting calls and sms's regarding the unpaid bank charges and I am being threatened about legal action.

I need someone to attend to my initial request and also I don't know if the reason to ignore my request is to add another R185.00 at the end of this month.