Bad service from Fnb downgraded department ended up on olnot earning ebucks and liated bad on itc .

Iv been a customer with Fnb for 15 years. At this moment ill take my account to another bank were I feel customers stil get treated with respect and importance. My trouble started were i requested my accounts( credit and cheque ) accounts to be downgraded from platinum to gold. Iv waited 2months for chq account to be dowgraded, the reason for the waiting perioud was due to covid when I asked for a reason. The credit card was another two weeks after the chq account. New card was orderd for thechq account and I was charged R100.00 however i was told its free to downgrade. Credit card was also orderd and untill today never received. Credit card still not downgraded and 2days after downgrade was done i received a call I need to pay R16000.00. Before downgrade was done I hade R12000.00 available so how can this be. I than phoned 7 diffrent departments on the 14th October with no joy. The diffrent departments were, credit card, downgrades department, collections department, limit increase and so the list goes on. Iv neva received such bad service from no company and im highly disappointed.iv spend 3 hours on the telephone that day and told myself my last option is to logg a complain with fnb itself. Iv done so by logging a complain with reference number ***. The compains department explained to me the turnarount time for complains with fnb is 24-48 hours. Its today the 27th of October until today no call or any form of comunication from fnb regarding the complain however just a voice recorded msg to say my credit card is in behind please pay to avoid legal action. I feel humilihated as a customer because my accounts was never behind for 15years while banking with fnb. No department tried to assist when i contacted them on the 14th of October. Loosing out on ebucks for 3months after I was such q high earned customer? My question to myself at this moment is, is this how fnb treat loyal customers after 15years of banking and even keeping a good standing accounts while the word is financially so bad due to covid? Do i move all my accounts to a bank that value their customers?