Private client is a ****

I was automatic offered an upgrade to Private client through the FNB App. This product was sold as the best product as you have your own banker of which your hardly get a call from . I wasn't getting any benefits while paying high fees. I requested a downgrade, was told it will actioned within 7 working days. These days have turn into 5 months, with every consultant I contacted informing me that it have been escalated will actioned within 24 hours. Does your 24 hours turnaround time , mean 24 months? Mind you, they continue to charge your banking fees they don't care for their costumers. This product is a way to **** us of our money.