PRIVATE CLIENTS ACCOUNT JUST A FINANCIAL BURDEN WITH NO HELP

I am banking with Fnb and I have tried to contact them to downgrade my account from Private Client to a premier account but it is now 2nd week ending since my request and nothing is happening. I tried before to downgrade as it was not my request to upgrade to private client account. It was an automatic thing. They conviced me how good the private client ccount is and very beneficial. My Private Consultant Ms Asanda Biyela does not even take my calls and does not return my calls. I cant even email her because the e mail returns with error. So please help me consult FNB to downgrade my account because it is having very high charges and the longer they take that means I must pay for those charges again this month which could have been avoided.