How can we NOT help you?

So FNB decides to change their ebucks earn rules which effectively downgrades me from reward level 5 to reward level 4 on Premier. I look at the new earn rules for Gold and see that i could get reward level 5 by continuing to bank the same way i do on Premier. I decide to downgrade my account from Premier to Gold in October 2019 and tell all the FNB agents that the reason for my downgrade is only for eBucks purposes. It takes between 4 to 6 weeks for the downgrade to eventually go through..constantly phoning and being told someone will phone me back to initiate the downgrade. However they only downgrade my cheque card and not my credit card which was discovered by myself upon doing my ebucks calculations for November 2019. I am now not even on any reward level and not earning any ebucks because my cards are "misaligned". 2 weeks ago I start the process of downgrading my credit card, something that was supposed to have been done 2 months ago. I constantly phone and get told to wait 24 to 48 hours for someone to phone me back, one of the agents even sends me a form to complete for the downgrade (yet the form states that its for upgrades only). The agent however doesnt know who to send the form to because its a "different department" and says i need to read the form to see where it needs to be sent to. I nevertheless fill in the form and send it to the address specified on the form. I wait another 48 hours yet nobody phones me back. I phone again (12/12/2019) asking for feedback mentioning the form that needed to be completed yet this time a new agent says that the form isnt required and that someone will phone me back in 24 to 48 hours. I tell the agent how long I've been waiting for someone to phone me back yet it never happens... Over the long weekend i notice that i get a request to schedule delivery of my new card (finally!) via the FNB app. I specify the address, go ahead with arranging delivery however the process bombs out with an error...time and time again. I do however see in my banking profile that there is a gold credit card account (progress?). I use my premier card over the long weekend up to the point where i need to top up the balance. I top up the balance and use the card the next day only to get an error message saying insufficient funds. I am forced to pay cash. Upon checking my accounts i see that the amount i added to my Premier card is now on my Gold card. Thinking i made an error during the transfer i top up the balance on my Premier card again, log into my profile and once again the amount shifted to my gold card (the one i don't have yet..). I phone the bank again today 17/12/2019 and am told the card is still out for delivery and i should receive it in the next 3 to 5 working days. I explain to the agent that i can't use my premier card and don't have my gold card so effectively can't pay for anything unless risking an ebucks penalty with my cheque card (if that works!) Yet all I get is an agreement and apology saying I need to wait 3 days because the card is scheduled for urgent delivery. Needless to say the worst customer service I have ever received and am now looking at alternative banks. If i could give negative stars I would...