Refusal to downgrade account

I have requested my bank account to be downgraded from a Premier Cuurent account to an Aspire account in December already using the chat portal on the fnb app. I have had no response, and have had to reach out over times to find out what is happening and if it has been effected. Each time I have to start a new conversation with new agent who tells me it has not been done. Meanwhile they are billing me withe very high banking fees which is the main reason I'd like to downgrade. Seems like it will just be easier to close the account and jump to another bank. I don't understand why it must take 7 working days to do a downgrade when an UPGRADE can be done immediately. It smells like like a money making machine to me