FNB SAYS HOW CAN WE HELP YOU?? Huh think again

Complete and utter disaster. Now she even cancelled my card. I have a bank account with no active card. 2 weeks ago i asked to be downgraded to easy for the simple reason that i no longer can afford cheque. The call centre (Amanda) was frustrated with me as she said the branch (Fnb cradlestone mall) was suppose to listen to me as simple as that and downgraded. I was in this branch twice week apart. The account is still on gold guess what now i dont even have a card anymore as the consultant in fnb cradlestone mall cancelled my card and said they will downgrade me to easy and issue the easy card. Still no luck. The call centre said i must go back to the branch they have to downgrade me there and issue the card there. What must i do now. Ive send 110 emails to fnb directly the so called product house and yet still nothing is happening. I though fnb is the bank that asks how can they help? How is this helping me fnb? No card? But you have my money? It really is so simple as i want to be downgraded to easy till at such time i can upgrade again. What happened to service. Yet she asks me to not rate bad?