Banker not assisting

I was upgraded to a private client from platinum. Samuel went a cancelled my platinum credit card before me collecting the new private client card, which caused me a lot of inconvenience as you can imagine. Now there is an amount still available in my platinum card which need to be transferred to the private credit card, but I can't do it as the platinum card has been cancelled. Samuel says all transactions are transferred to the new card, but the last transaction on the platinum card was on 28 May 2015, and there were refunds after that on my credit card. It's an ongoing battle with Samuel and getting him to assist with this, after 3 emails this is my last resort.