Downgrade or close the account

I was in contact with an Absa consultant named Songz to have my account downgraded to pay as you use due to changes in my finance status and requested for my card to be delivered to my home address as I had no means of getting to a branch. The consulted advised me to stay on my current package and a card will be sent to me. Till today nothing has happened and now my account is in a minus. I want the fees removed as I told the consultant I can't afford the account hence I contacted before the fees was app****. I want the fees removed and the account either downgraded or closed.