FNB Online Credit Limit Increase PROBLEMS

I decided to do an increase on my credit card yesterday, 11th of August 2021. I went online to do this and it gave me 3 options to choose from:

1. Upgrade credit and increase limit 2. Increase limit without an upgrade 3. Upgrade without an increase.

I pressed number 2 as I am happy with my Gold credit account. To my surprise after it got accepted, it stated that I have also UPGRADED my credit account to Premium which I specifically didn't want.

I called FNB online banking to resort this and spoke to a lady by the name of Amanda Bless and she stated I had to send an email to admin to request a downgrade. She didn't assist me by giving me the email address and stated that it's on my statements.

I called a second time trying to get this email address and spoke to another lady saying she sent the request through for me to be downgraded back to gold before this premium card gets sent by mail and that I will be contacted by a consultant that didn't even happen at all.

To my surprise I woke up without the increase and still no phone calls from the consultant. I had to phone FNB again to ask them what is happening. A gentleman assisted me but unfortunately the upgrade already went through, I haven't received a DebiCheck mandate as of yet and now my app is requesting me to upload another payslip and I have done this many times before and I have been banking with FNB for years now. The gentleman told me that I don't have to upload my payslip if my salary comes through to FNB. Also told me that the increase will only reflect when the new upgraded card (that I now have to downgrade back in the future) will HOPEFULLY be delivered next week.

Please help. I am confused. I have spent hundreds of rands of airtime on these calls and I am quite frustrated with FNB!!!!