Nedbank doesn't want to downgrade my account.

My account is on private banking with Nedbank and I have been requesting for my account to be down graded as I don't see the use of private banking with Nedbank. My banker - Elize Van Biljon, hasn't been much of help. I don't even know her. She doesn't reply to any emails or answer calls. Her supervisor too is unreachable. When I called the call centre(***) I was promised that I would be assisted at my preferred branch which was Eastrand mall but to my surprise they couldn't help me. This has been going on for over 2 months. I was sent from pillar to post and still no one is willing to help me. I needed the 2 months monthly fees to be refunded as well as its not my fault that nedbank call downgrade my account but can upgrade it. When I upgraded, I was told that I would have to go to the branch for everything but I am always referred to the branch. My name is Palesa Monokoane ***