Struggling with an Account Downgrade

I requested an account downgrade over a week ago and to date that has not been done. A Banker by the name of Portia Vuyokazi Ndlumbini is taking her time to close this out. I have contacted the Private Banking Suite on *** so many times and I am still unable to connect with her.

Today she contacted me at 11:16 and at 11:17, I picked up on both calls and she hung up. I then contacted the Private Banking Suite at 11:25 spoke to one of her peers who assured like 4 others before him that they have sent her a request to return my call urgently.

In my plight to get this resolved, she then sends an email; why is she not calling me back if she has been advised that I am on the line? During this process I ended up upgrading the same account in error that needs to be downgraded as I cannot have two Private transactional accounts.

All I need is the account to be downgraded to the lowest aspire account, my fees to be refunded and cancel an incurred fees between last week to date. Your assistance will be really appreciated.