Private bank account downgraded to a wrong account

Dear Absa

In the beginning of July I requested my private banker to downgrade my account to a premium banking account. He sent me all the necessary forms to complete of which I did. I asked him whether I would get a new card and he said no its not necessary I can continue using my current account. I did not get any confirmation from him that the downgrade was done I had to follow up on my own. You can imagine my shock when I get my charges statement with banking charges of up to R766 and to find out I have been charged for new cards of which I don`t even have and not only that, my account has been downgraded to a pay as you transact account. Now please tell me ABSA who in their mind would choose such an account? I want a refund of all the banking charges that you incorrectly took from my account and after that I will be taking my business elsewhere because this is unacceptable.