Terrible lack of service

Terrible lack of service from chat agent & so called SmartTransactionalBanking@fnb team for what should be a simple process.

I want to downgrade my account but have been pushed from pillar to post for almost a week. I've also been required to resend copy of identity multiple times and email addresses keep on rejecting emails (mybranch620@fnb as advised by the 'smarttransactionalbanking' team)