Poor service Private banker & Refusal to downgrade account

Fnb is refusing delaying to downgrade my account,I have been doing follow ups today it's been almost 2 weeks now each time i am been told an escalation has been done but no downgrade,I simply want to downgrade to the lowest account but as it seems they only care that they will be losing on the account fees which were been deducted from me for the poor service they have been offering me.not once has my soo called banker has called me