Ghosted by my private banker

I have always been such an advocate for FNB and have always encouraged my friends to “switch to fnb” due to the convenience as I’ve always had such positive experiences since I changed over in 2019. I recently upgraded my credit card to Private Clients and was contacted by a private banker who then suggested that I also upgrade my cheque account. I wanted to think about it over the weekend due to my ebucks level and a few other factors and she advised that she would get back to me. Anyway, that was almost 3 weeks ago. I’ve sent 2 emails and have called and left a message but it seems like I’ve been ghosted by my private banker, Dorah Marasi. So we encouraged to switch to private banking cause it apparently has great service but mind you when I called this morning, I was told that they only start at 9 and her phone is still off, not taking the emails she didn’t bother responding to. My banking app still displays my old premier credit card now with my private credit card too, I can’t transfer any funds on my private credit card as there seems to be an issue with it, who knows why? I actually would just like to downgrade back to the premier suite and to NEVER make the mistake of upgrading anything or interact with Dorah or your Private banking bankers ever again. Please can someone just assist me in downgrading back to my premier suite and to get the premier credit card active again???