Poor service

I had requested a down grade on my premium account to the easy account but since August until now it hasn't been done. I went to the Carlswald branch in midrand and I was told to use the app to request for the downgrade. I did it on the app. The team of bankers in the app responded the next day saying I must go to the branch, I refused. I'm being taken from pillar to post. They are still charging me the premium cheque account monthly fee but when I call them they are saying it has been downgraded. Now there are more charges on this account and I am expected to pay them, it's just not fair. I am starting to hate FNB. The call centre agents are not so helpful it's like they don't know what they are doing. Maybe FNB should take lessons from Capitec. Can this be sorted and I refuse to pay for fees I had not authorized. Pathetic service!