FNB - Innovative Bank but no service delivery?

On 17 November I sent a message to Premier Banking on the SmartApp asking how to go about to downgrade my Premier account to Gold. I was advised to send an email to ********** - I did this on the 22 November. On the 28th I sent the mail again and included the Premier banking team on the mail. I received a response back only on the 30 November saying there will be a prorata fee. I rep**** to ask what the rate would be and when the downgrade would be complete. On 7 December I received a quote for the Gold credit card and returned it on the same day to wealthcard@fnb, ********** and ********** I also phoned the Premier banking team to enquiry and was told that he can see the downgrade was logged on 30 November and that it would take 7 business days. On 13 December I inquired on the SmartApp how far the downgrade is as it has been more than 7 business days. I received a response that the cheque account can be downgraded immediately - I was surprised as I have already sent an email requesting both cheque and credit card must be downgraded as per my mail on 30 November "please advise when the downgrade will be complete" and since the consultant told me on 7 December is was logged AND I've already sent back the quote for the credit card on the 7th. REALLY FNB?? I am sure this is a delay tactic. I am very disappointed.