Branch to call centre back to branch back to call centre

Frustrated. What am I going to do. 2 weeks ago in fnb cradlestone mall asked to be downgraded to easy account. I was downgraded from premier to gold and told product house will downgrade to easy. A week past nothing happens. Back in branch (cradlestone mall) same paperwork same everything only this time she cancels my premier card as well and told me they will call and tell me when to collect new card. I decided to phone call centre only to find out NOooo! Branch must downgrade and issue a easy card as simple as that. I can not afford the cheque account anymore plain and simple. Amanda from call centre was so frustrated with me. Fnb now i cry and ask you will you help me as your logo asks how can we help you? Then help!!! Listen to your client downgrade me to easy until such time i can upgrade again. What is so difficult? Now its a mess. A bank account with no card? 2 weeks for downgrade common seriously not possible. Yet you say How can we help you and the branch wants to tell me please dont rate bad as they will downgrade. Its almost Christmas time and i have no card and yet still a low income that will be paid to this account. Where do i go from here? The call centre Amanda says back to branch ask for manager?