Pathetic customer service in downgrading account - 3 months no progress

Pathetic customer service in downgrading account i have been an Fnb client for more than 10 years of which almost half of this has been a premier client with the premier bundle. Recently i decided to downgrade my Bank account from Premier bundle to an easy account as i needed to use another Bank account and thought that i will move my Fnb account back to Premier or Private at a later stage as i was already offered a private account in the past. By recently i mean i contacted the Bank via phone on the 24th of August 2018 to do this. My credit card was duly settled and closed very soon after this. my cheque account has continued to be a problem. About a month later i contacted the Bank and the team member could not validate me through the app due to technical errors so i needed to go into a Branch. this is when the real frustration started. I went into the branch on Tuesday 13th Nov 2018, i raised my concerns, the consultant could not even help me. they then made me contact premier suite from the branch who seemed to have understood my issue and said they will ensure all my fees since end of August to date will be reversed and my account will be moved to an easy account within 24 hours. 2 days later still not a word from Fnb. I then phone on Thursday and again they sound very sincere and say they will contact me by end of day. Obviously nothing happens and i receive no call. Today (16th Of Nov) i contact the Bank at 11 am. again very apologetic i am promised i will be contacted within an hour. nothing happens by 1.30pm at which point i contact them again. They did something after this because i get a message now that my account has been dowgraded to a GOLD Cheque account. This then drives me nuts. i phone the bank again at 15:30 today and the lady tells me she is not sure but will put me through to telephone banking who will be able to move my account. Telephone banking then tells me if i want to downgrade from GOLD i must come to a branch. I never asked to be on GOLD. Seriously FNB do you not understand me? am i speaking a language that makes no sense to you? after this i get transferred back to premier when i tell the telephone banking person that i should never have been on GOLD. i then ask to be put back to the person who initially picked up the phone on the 15.30pm call. The guy tries but says within those 5 minutes that the person is now gone home and asks if he can help. Do you understand how demeaning it is to have to explain my problem to different call centre agents almost 10 times in 1 week? by the way the fees since my downgrade (which did not happen) have made no sense. since the first call at end of August my fees for a cheque account only has been R209 (01st of Sep), R41.80(07th of Sep), R159.19(01st Oct), R199 (01 Nov) and today when they move me to GOLD by their own wish a further R99.50 and a R2.50 service fee which then takes my account into negative as i have had very little activity on this account. FNB i am disgusted, something has clearly changed as i have in the past spoken very proudly of your service. Please listen to all my calls if necessary (by the way today was almost 1 hour of calls at my own cost. 2 calls were almost 20 minutes each) and sort this out. i am at a point where i am even researching how to engage a Banking Ombuds.