Bad service from FNB

<p>I app**** to downgrade my FNB accounts from Premier to Gold on the 11th of May 2017 at the Carlswald branch in Midrand. The Cheque account downgrade could be done at the branch. After 7 working days, a consultant contacted me and confirmed the Cheque account downgrade. I had to phone the FNB Credit Card department at the branch to initiate the downgrade process. The consultant on the phone confirmed that the Credit Card downgrade is initiated and that email correspondence will take place. After two weeks, no correspondence took place and I tried to follow up with FNB numerous times. Each time the consultant confirms that a request has been send through to the Credit Card admin department. I followed up today again, only to find out that nothing has been done up until now. Again, a request was sent through to the admin department. There is also no consistency between the advice given by the different consultants regarding the downgrade process. Firstly, regarding the delivery of the new cards. Should I order the new cards by myself via the online channels or will FNB deliver the cards to a branch of my choice? Secondly, regarding the process to downgrade my Credit Card Account, should I send an email to someone requesting this, or should I try to follow up via the contact centre, which is not efficient. Can FNB advise me on how to speed up the process and receive my news cards?</p>