Cancellation Delay | Change Of Price Plan

I have requested for a downgrade from a Platinum account to a Gold account as well as cancellation of my Credit Card and Garage Card. The downgrade was completed in-branch, however due to the Retentions team being offline, the branch has to do the escalation via email. I was told I will be contacted with 2 working day. A few weeks later, I called in a requested for the same cancellation, the matter was escalated and I was told it will take 3-4 days for the cancellation. I then lodged a complaint via the FNB website on the 2/11/2015, and received a response that I will be contacted with 24 business hours. I was contacted on 6th November 2015, stating that the matter will be escalated, which I then questioned the consultant as to the refund for the monthly service charges levied on these 2 cards for the month of November, she stated that she is also stating that the refund must be done I now noticed from 13th October 2015, I've been charged for all transaction (excluding swipes), and when I called FNB today (7th Nov), I was informed that my plan was changed to a Pay As You Use option - something that I never requested or signed for.