Incorrect information - money and time wasted

I recently downgraded my account due to high bank charges. I discussed my requirements with the client services person at the branch and believed I had found an acceptable solution. The branch is quite disorganised and I was not pleased to have to return to get a card, especially after being told I could have gotten the card at the first visit I made. I have now seen that I have been charged a service fee, and after repeated calls to the call center (with several calls dropped and transfers to incorrect departments) I have been told i am on a pay-as-you-use price plan which i specifically did not want. In addition, I have to return to the branch to change the price plan as I cannot do this on the phone with this type of account. Perhaps I am being punished for downgrading my account. Or perhaps FNB lower level clients at FNB receive much poorer service. Either way i am not a happy FNB customer.