Shocking Service & cannot close accounts

I have had issues with the Service from First National Bank for a while. They moved me onto a Private Wealth account, and every time I tried to contact my banker for assistance I was referred back to the app or they were uncontactable. I therefore asked to be reduced to the basic account.

They reduced me to the basic account but kept my credit card on the Private Wealth account which meant that I had the same fees. I asked to be moved from this, and they keep making excuses why they cant do it. I have signed the same form 3 times and still there is no commitment to resolve this, and have got the same fees erroneously charged to me for the past 3 months!

I have further asked for complaints procedures and they wont give them! I feel like I cannot get any movement in getting this sorted out.