WHY DON'T YOU WANT TO DOWNGRADE MY ACCOUNT???????

I went into FNB Mokopane on the 23rd February to downgrade my account after a ********** transaction. The first lady didn't even do the downgrade but said that she did. I went back on the 28th to a new lady, she was helpful and actually showed me what she she had done. Signed some forms which I hadn't the 1st time around. She sad it usually takes 24 to 48 hours to get a response. I haven't heard anything since then, I contacted them again today but still nothing. My banking app still shown gold account so clearly nothing has been done. Why is it so hard to get a downgrade? I'm on my way to close that account because I am tired.