worst bank ever,no good customer service

I have upgraded to private client card not knowing the charge is extremely high,immediately after upgrading i phoned Fnb on the number ********** 727 to donwgrade that was in october. all of sudden on the 1st December i was charged R385 and they explained that because i am a private client customer.i explain to them that i have down graded ,i even went to a branch in Greenstone mall and that lady helped me to phone them,they send me call reference no Ry ********** 06280 to show that i spoke them,but now on the First of january 2019 the same fee is charged on my account,this morning i called i spoke to 4 to 5 people and they keep on cutting my call.I have a good mind of closing this acoount completely because FNB is a worst bank ever and was never happy bieng with this bank apart from charged lot of fees every month.