Credit card losing facility

I moved from ABSA to FNB a few years ago and received amazing service. But, recently I wanted to move my credit card limit and was escalated to a Premier bank account for the credit card. The monthly fee is way more than I can pay. I have been speaking with "online bankers" and the matter is still not revolved. There is a debit order scheduled for the 15th but I won't pay that as I have all the proof of asking these experts to downgrade the account before that time of the 15th. I am waiting for someone at admin to tell me that it has been done. I am a very unhappy client. Your way in which you get people to bank with you and stay with you should be the same. The bankers are willing to assist but the admin department are not of the same value to the company.