Slow and disappointing service from FNB

Slow and disappointing service in helping me downgrade my account, it’s been 2 weeks now since I went to the bank (Arcadia, Pretoria branch) to ask that I be assisted in downgrading my account, I was told this would be done in 48 hours, after 48 hours I contacted the team on my app via the secure chat feature I was informed I would be assisted in 7 days, that 7 days has past now and still no help from anyone at FNB.