Terrible, terrible service from "private banker" Diana P

I have been asking Nedbank to downgrade an account, that costs R380, for close to a month now and have seen no movement with this.

I called to ask for them to downgrade the account and was told that the "personal banker" was supposed to do it and that she, Diana P, would contact me about it. Of course she didn't and I contacted her to ask her. I received no response and had to email her again to follow up the following week, threatening to escalate. (This email she responded to - only for her to continue to do nothing.)

I have sent three more emails following up with her and nothing. Terrible, terrible service from the private banker. Honestly, how difficult can it be to just downgrade an account and why do your clients have to wait on the private bankers to do this?