Error on Credit card division that I now need to pay for!

I have done a downgrade from a premium account to an easy account on the 6th March, when the shift was done, they transferred the all outstanding debt that I had on the credit card from a budget to a straight which I did not ask for. Since the 6th I have not even received the card, I have called in multiple times to ask fnb to do the back from straight to budget as I did not agree for the funds to be transferred to straight, I have not received the credit card since the 6th, I have now received calls daily from fnb credit card division saying that I am in arrears and I explain the same thing over that FNB had made the error initially and how am I suppose to pay for an error that they have done. I had agreed on a minimum monthly installment daily noe I have been charged over R2000 for an error that fnb was done. I advised them that I do not even have any access on the app to do the changes and require fnb to help me to the switch because as mentioned the error was done on their side initially! I have sent numerous emails, staff has confirmed that numerous emails was sent and there are multiple notes on the system of my complain and when the staff read the notes I just get another indication that they will forward to management but the only call I ever get is a call from collections department. This absolute poor service