Mall@carnival poor service

On the 27th of January I went to Mall@Carnival branch to collect my card. I simply asked the consultant to downgrade my account to Gold since I’m now unemployed. She advised that a request was sent and my account will be downgraded. Today is the 8th of March it hasn’t been done. This is branches poor service not private banking. I demand my account to be downgraded and reimbursed all charges incurred since end of Jan