Pathetic service from Natalie Stuart

My cheque account was mistakenly upgraded to private client account through online service somewhere in Dec 2019. I have immediately contacted FNB with efforts to downgrade write way. For a third time trying to downgrade, I was assisted by Natalie Stuart whom promised to have escalated the query and should be sorted within 7 days. Refer: CAF_***_G2J5Y3. This is pathetic service from FNB as nothing happened till to date and I am being charged for services I do not need. Please, please, please sort the query out.