Bad customer service

Wanted to down grade my credit card and cheque card.. From the 19th of August 2019. I initially called to do the down grade and i was told i can only do via branch of which i went but could only downgrade the cheque card. I was advised to call to downgrade the credit card of which i did and was issued with a ref number. I was told that a consultant will call me within 3 to 5days on the 19th. When i followed up i was told i have to send an email to request a downgrade and i refused as i was told something else. The lady eventually took my query and again i was issued with a ref number and told someone will call same day. This was yesterday and until now i haven't received any call and my issue is not resolved still.

Useless bank.