Turn Around Time not fulfilled for my request

I am ashamed that I have to review FNB with such a low rating as normally receive exceptional service. I called for assistance to downgrade my account on the 3rd of February 2020. The consultant assured me that a query has been logged and a banker will call me back with the confirmation. This is was supposed to take a maximum of 5 working days. After the 5 days I called again as I did not receive any communication from FNB, the consultant said they will log a followup query for me to be called back at a time that I provided. With still no luck - I called for the third time now asking for the banker to call me back after a few minutes. The consultant assured me once more that they have sent another follow-up message for me to be called back. It is now the fourth time that I am calling with the same issue, once again a new query has been logged for which I will wait another 5 working days before I allegedly receive a call from an FNB Banker. I have zero faith that this will happen and that is why I am logging a complaint because this request was supposed to be dealt with weeks ago. It is extremely disappointing as for the first time in all my years as an FNB Account holder that the turn around time I was given has not been fulfilled and that all I am getting is empty promises.