FnB worst customer service!!!!!r

I called FnB for query on my Credit Card, I held the line for 20 minutes no one could assist me. Eventually a lady answered the phone, I asked her to hold the line I was not conformable with what she was asking for when she was doing my verification. I came back to the phone after 30 seconds she told me her system is down. She then started asking me different questions... I answered all the questions, after asking the questions she tells me I answered all the questions incorrectly REALLY? How can I answer questions like where do you work and what is your email address? Incorrectly. Its a joke.

Secondly, I down graded my Credit Card more than week ago, it still shows on my app why? I am unable to pay into my account. The person on the phone said that no Credit Card queries can be assisted with in the branch, why is that so?

Last week I went to the branch to down grade my account since it can not be done over the phone. The person working in the branch said that if I was to down grade I will be paying more for a Gold account than Premier account how is that possible? The same day at the same branch I did a sim swap without my knowledge FnB charged me for the sim swap. Why was I never told there will be fee for the sim swap?

I spend 3 hours at the bank last week trying to sort out my account and still I have not been assisted. I called FnB and still the account has not yet been sorted