FNB downgrade taking nearly 3 Months and still no action

During September 2019 I visited the FNB branch in 14th Ave, requesting to have my Premier bank account to be downgraded to a Gold Account as that would have increased my ebukcs earnings. The lady ensured me that she changed my account to Gold and that I could continue using my Premier cards until they expired. On receiving no e-bucks noticed that my credit card is still Premier. I received an SMS informing me that my card limits will be increased unless I respond to said SMS with a No, which I promptly did (5 Nov 2019). I then received a quotation, via e-mail with a quotation to increase my limits which I had to sign and return. I called the bankers line and complained, also enquiring why my credit card is still Premier. The agent responded that no request has been received to downgrade my credit card! He said he would send my a request for the downgrade and that someone would be calling me to discuss my request. I did not receive any calls, but I finally received a quotation for my Gold Card while I was in Hospital (20 Nov). I returned the signed document on 23 Nov on my return home from hospital. Yesterday, 28 November 2019, i contacted the chat centre at 15:46 enquiring on progress of my request. I was sent from pillar to post(6 agents in all) after the 6th person then informed me that he/she could not retireve the chat history and that the downgrade has still not been finalised and to track the status by contacting new applications department or the premier desk for further assistance ( I had to contact the e-bucks dept directly to enquire about my loss of e-bucks - 17:21. I lost hope for any assistance and inform the agent, Tintsalo Maluleke that I will lodge my complaint with Hello Peter. He apologised for the inconvenience!