Unhappy Customer

I have contacted FNB bank on numerous occasions either by email or logging queries and complaint and also speaking to a consultant but no one seems to have my query resolved. I am told that they have sent my complaint to the relevant team but no one is calling me to have my issue resolved. When I went to FNB to join the bank their service was impeccable however trying to have my account downgraded because the consultant at the bank didn't explain on the account types and whats the charges each month. I really want my complaint to be resolved and have my account downgraded ASAP.