Bad service FNB

I changed from private clients to premier account with FNB in 2018 already, after a few months of waiting for my new bank card I decided to go into a FNB branch in Bloemfontein (Preller Plein) and asked a lady to order a new bank card for me and she said someone will phone me within 7 days to deliver the card. It has been 3 weeks since, and not a word from anyone. My old card has expired and I cant withdraw money when I need to. I phones FNB today 04/06/2019 hoping to downscale to Gold account and pay a lower monthly service fee and arrange for someone to deliver my new card after almost 8 months of waiting. I phoned 5 times and could not be authenticated due to my card not being in working order as a result of it being expired as a direct result of FNB's unprofessionalism in delivering my card. I have wasted allot of airtime and my money and still no one could assist me. I asked them to transfer me through to the premier division and all 4 times I was transferred to the private client department. I demand that am downgraded to a Gold account and the new card is delivered before the end of business this week and that I be reimbursed for my airtime and time as I am in the financial sector and work with clients. If this is not sorted this week I am taking my banking somewhere else.