DISAPPOINTED

I recently asked fnb to downgrade my accounts from premiere to aspire a lady by the name of Neo Motsieloa called me to down grade the credit card as well my outstanding balance on the credit card was 15K I don't know what she did but now an getting calls from FNB thar I must pay 4k to keep my account up to date on further asking the lady who called me I found out that neo reduced my balance to 12k seeing in my account that the balance it's 15k very disappointed by her work ethics can some one please sort this out I can't pay 4k at once I have other commitments. FNB WAS derbiting R500-900 before the downgrade which was fine with me.everything was fine before the downgrade please fix this fnb been your loyal customer for many years