Service Levels dropping

on the 9th March I requested a downgrade and I received a call from a consultant giving me my new accounts breakdown and I was told that my new account service fee of R99 would come off my account on the 25th, yet I still got charged my previous account service fee of R229 and when I queried this I was told that she could see I requested a downgrade but it had not been done yet, then the telebanker apologised for the convenience and had requested a refund and queried the mistake. Then i was charged another R22.90 and when I queried this I was told that it is a prorate because I downgraded. Oh my word I am so angry with FNB right now. How has the service level decreased so badly?? Why is this happening?