Can I get what I pay you for FNB???????????

Can I get some service from the company I literally pay for said service????????? RE CAS-***-W6Z5N7 I have asked for my credit card to be changed from premier to gold and have been following up since the 3rd April and till today nothing has happened and I've heard nothing. Even over a week after escalating I get ignored. Get this sorted ASAP or if it's faster to close my accounts I can do that as well. There are other banks in SA FYI