Poor delivery of services

I have moved to another bank but wanted to keep my FNB account. On the 21st of August 2017, I went to the Sandton City FNB branch and requested a downgrade of my cheque account to a savings account and a cancellation of my credit card. On Friday the 25th of August 2017, I received an email from the consultant who made the requests saying he could see that the account had still not been downgraded and he would escalate and give me feedback on the progress. The credit card was successfully closed within a week but as of today 30th August 2017, my cheque account still has not been downgraded more than a week later. I have now been charged the account fee of R199 even though I had requested a downgrade well before the end of the month. Yesterday on the 29th August 2017 I called the contact centre 3 times asking for an update and each agent either referred me to someone else or assured me that they would call me back that same day with feedback. I was not called with any feedback. Terrible customer service and turnaround times for simple services which end up costing you the customer for their issues. M. Myeni