Shocking service

Kaylee, my daughter went to FNB to downgrade her bank account as a call centre agent from FNB upgraded her account to an Aspire cheque account. My daughter does not know anything about upgrading as she was convinced that it has to be changed to a cheque account. She is not getting income that is sufficient for this account. She asked on the intenet banking app to downgrade the account to a smart account. She was told she has to go in to the branch. When going into the Walmer Park branch to downgrade the gentleman told her it would be done and a week later it is still not done. She is stressing as she does not want to pay the R120 monthly charge (that was forced on her). We want this sorted, as no one is coming back to her as promised.