Bad service at FNB private client call centre

I have been phoning FNB trying to downgrade my credit card all morning, I spoke to a lot of agents and everytime I get to the Private card department the call gets cut off. I first spoke to Nonkululeko and the line went off, phoned again spoke to Teran and off again and the last person I couldn't get their name.it was like it's on purpose and you would expect them to phone back and give you the private service they are claiming but nothing.