FNB playing games

I have been a customer of FNB since i was a child. Recently i was contacted and informed that they had accidentally upgraded my credit card from Gold to Premier. I asked the sales consultant (Thabisile Mbatha) to send me an email stating what she had related over the phone that it was in fact FNB's error and that i would be downgraded.

Instead i received an email to sign a quote that i need to submit for FNB to action the downgrade.Why am i being burdened with unnecessary admin?

Meanwhile FNB is generating extra revenue from increased fees and i have an admin burden. Why can't the just refer to the initial quote and fix what was in fact their error. Also why can they not send the previous quote for me to compare the T&C's before i sign?

What croockery in corporate SA!!!