ABSA BANK IS USELESS

I phoned Absa about 3 weeks ago to downgrade my credit card. It took me 90 minutes to get through to the right person. It was like a game of cat and mouse, being passed from one person to another. The last consultant I spoke to was actually kind, but she didn't know what she was doing. After another 20 minutes of being put on hold and asked funny questions, she said everything was done and I would get my new card in approximately 7 working days. My card status is still the same, I'm paying a high amount for the charges, and there's no new card. ABSA BANK, I want to know, are you playing games with us? I waited nearly 2 hours, all my airtime was finished, and nothing has been done.