Credit Card downgrade

Can someone please explain to me why there's 2 credit cards reflecting under my account. I've requested for a downgrade from Platinum to Gold a month ago. It took forever for this to be actioned, now its actioned and I am now seeing another card under my account, when I was not informed that the card number will change. Can someone please tell me what is going on here? I was also advised that both my gold and cheque and credit card will be linked to avoid high banking cost but it seems like this is not the case. So far no one seems to know which department I can call, the lady who assisted me today from credit card division was just so brave to tell me she only works with credit cards funds ( whatever that meant) and I must go to the branch as she doesn't have the number.. brilliant customer service I must say !!! I need answers !!!