FNB InContact is very useless.

I requested for my credit card to be downgraded on the 1st of September. I was assisted by Lebohang from the Premier Banking Suite. He/she did not ask me to confirm the account from which I would like the debit order to be deducted or my preferred debit order date. When I asked for feedback today, I was told by Madala, also from the same department, that my downgrade was unsuccessful because I had not confirmed the above-mentioned information. My question is, how was I supposed to confirm information that I was never asked for? If this information was needed, why was I not asked for it when I made the request on the 1st of September? Instead, I was left thinking that my request was being processed, only to find out days later that it was unsuccessful because of something the consultant never asked me for. What makes this even worse is that I now have to pay the monthly fees for a Premier credit card instead of an Aspire standalone credit card this month. This is unfair to me because I did my part and made the request on time. Why should I be penalised financially because FNB did not handle my request properly? FNB really likes stressing people for no reason. This could have been such a simple process, but somehow it has become another issue that I now have to chase up. Honestly, I cannot wait to finish paying off this credit card and close it. The service has become extremely frustrating. FNB, please fix this and make sure I am not charged the additional fees that have resulted from your failure to process my downgrade request properly.