Highly disappointed

Wow. First word of the day. Was called to upgrade my account over the phone to a Gold account. Great product, but no one explained to me it goes to negative. And I dont even have a overdraft. And when I tried to downgrade was told I can only do that in the branch,Happened in December it was a big negative balance and no1 seemed to be able to explain. Then beginning of the Feb had a negative R3, did not even notice it. Got some cash and R75 was deducted from my account? This was beginning of Feb, Was told that is because A payment of R268.96 was made and I had R265.44 account balance. Back of my mind I got CHARGED R75 for R2, double wow. Anyways on 8th Feb I went to an atm to withdraw some cash. Notification goes off that I got the cash, as the ATM starts counting BOOM, Eskom starts. Loadshedding. Now my cash is in the ATM and my card which I had recently replaced for R110. Quickly go on the app and started secure chat. Was told nothing could be done over the phone I had to visit a branch, asked about my card and was told to cancel card and that they should waiver the fee as it was not my fault. 9th Feb, went to the bank to explain my issue and downgrade. Was told he will need to send an email to request this, I mean why could the other consultants over the phone not do this. And that the process could take up to a week, Was told I need to fill in form and the process can take 3 to 4 months to process for the reversal of the money stuck in the atm. Wow, and was told I would need to do it myself and send the document to an email address. Asked about me card, and the consultant told me if he orders a card for me it will charge me, and that I have to do it on my app. I then asked him if he is sure and how will the system know my issue and not charge me. He said he does not know but I wont be charged. Meanwhile ordering the card it does tell me there will be applicable rates charged when delivered to me. He said if that happens I should come back and he will reverse it. My patrol, time as well as paying parking gone to waste and he wants me to come back? I am highly disappointed by the service and how my situation was handled. I am not rich or wealthy maybe that is the reason for the way I am being treated like this.