Refusal to downgrade my account by FNB

I have logged a request to downgrade my account on the 17th April 2025 to date i have not received any response i keep following up each day from the 5th May only to be told someone will call me. I chatted to an advisor by the name Buhle & was very rude not even apologizing or even reading up or checking on their system she had to ask me all questions. So FNB doesnt want me to downgrade my account i am now paying a higher price for an account i dnt longer want.