Service instruction not being processed

Why is Nedbank incapable of processing a simple instruction for a change in<br> service? In November last year I requested that my monthly fee be downgraded<br> from a R269 package to something lower, as the more expensive service had<br> never been of any use - every time I had needed it nobody from Nedbank took<br> my call or answered my email. Following numerous emails and at least one<br> trip to my branch, I was told that a downgrade to a less expensive service<br> of R169 per month would be processed. This was on 7 December. At the end of<br> January I found I was still paying the higher charge - and in fact it had<br> been increased. I emailed the person assigned to deal with my account. No<br> reply after 24 hours. I called. Three minutes on hold, and then somebody<br> answered. He told me I must speak to my relationship banker. I told him that<br> this was exactly what I had tried. I asked to speak to a manager. He offered<br> to put me through. More music on hold. He told me she wasn't available. I<br> asked to speak to the manager's manager. The call then dropped for an<br> unknown reason. I called the number for the manager and got voicemail. I've<br> now run out of options except to move to another bank.