Worst service

I went into the branch this morning to request my business account to be downgraded from platinum to gold and change to the no monthly fee. I was handed a queue number and waited and waited. After 25 minutes I asked the staff and she said I must wait my turn. After 35 minutes I asked how much longer I needed to wait seeing everybody else was being serviced. he then informed me I cannot downgrade the account, apparently business accounts cannot be downgraded. I am furious because i wasted my morning waiting in a queue to be told it can't be done. I informed the lady I will be laying a complaint because they have no complaint system and the manage wasnt in her office. My business banker is based at another branch and is always efficient and on point. Probably why I didnt open my account at Festival Mall, the service is appauling.