Shocking service

I lodged a call with FNB on 15 May 2022 requesting a downgrade from Private Client to a Gold Cheque and was promised that someone will call me within 48 hours. Today is the 20th and I am still waiting for the call which is not going to come by the look of things. I feel that I am being held a hostage and forced to retain a product I am no longer interested in. This is disappointing considering that I have been a loyal customer for 18 years.