Bad customer services

When I upgrade my account to premium few months ago, I was informed that my Gold check card will no longer be useful once my premium card is received & activated. I then destroyed my gold card upon activation of my premier card .

Now that I have downgraded my account back to Gold account , I was shocked to hear that my Gold card is still active & I was supposed to call for card cancellation, the agent told me that she is canceling the gold card for me & if she requested a new card , I will be charged a card replacement fee of R110.

How can I be charged if it was not my fault as I was never informed that I need to cancel my card. I can not continue using my premier card on my gold cheque account as I will not earn my ebucks ( that is the reason for my downgrade - not earning ebucks ).I requested a downgrade on 21/09/2019, I have to call more than 3 times begging for my account to be downgraded , I was promised a callback but no one called back