Terrible customer service

I went to FNB on 13 February to ask to downgrade my account. I went in to inquire twice after that and up to date NOTHING HAS BEEN DONE ABOUT IT. I pay fees for a service I'm not using and don't want the gold account anymore. Maybe it will be easier if I withdraw all my money, close my account and move it to another bank? This will be quicker than trying to downgrade my account! FNB, your service is shocking to say the least. I hope this will get sorted asap otherwise you WILL lose my business and future deposits .