Downgrade to a normal current account because professional bankers don't value clients

My wife regrets for having upgraded to Professional Banking Status. After having called and sending emails to the "so-called" professional banker KWASI A****OH from the 10th Dec 2021, there has been no assistance and has been struggling with her account. When she finally gets hold of him, he promises to downgrade the account but goes on leave without doing as requested.

All that is requested is; "Downgrade the account to a normal current account so we can walk into a branch and get assisted with activating cellphone banking and notifications". Is that too much to ask?