Nightmare

Made a request to downgrade my account about a week ago due to pathetic service . I was told that it will take 7 days. A few days after that the banker states that I need to give verbal communication which is fair but Im working South African and banker works limited days so up till now I do not have a debit card but fnb will state that it's my fault and in my control. Already payments started bouncing due to having an expired card but fnb couldn't care less and still receive there full monthly payment.