Unfair business practise

I am being exploited by FNB, It is refusing me my right to informed choices according to my individual wishes and needs. I have requested FNB to downgrade my account type from Private client to Gold cheque account on the 04th of March 20201 Reference number: CAS-***-S9Y0H5 and I was told to downgrade it take 7-14 working days but till to date that has not been done FNB continues to charge me monthly account fee of private client account holders based on the consumer protection act 68 of 2008 this is an unconscionable conduct section 40. So please FNB assist me as I requested.