Non service delivery

When I logged onto the fnb website 4 weeks ago I was offered to upgrade my credit card from platinum to private clients and increase my credit limit. It said that I was preapproved and that no paper work was needed. After a week I phoned to find out where it was and was told I need to sign the quote in the email which I then did. I waited again and in the meantime was asked to upgrade my cheque account to private clients which I did. I asked the private clients banker to find out what was happening with the credit card when she contacted me and she said she would. This was 2 weeks ago and I have had to email her last week to remind her and still nothing. I sent through my bank statement and ID but have still heard nothing. Why do FNB offer you an upgrade and say you are prequalified and then not give it. Do you know what no paperwork means?I had to spend R100 in phone calls to FnB and be passed from one person to yhe next to try and get answers. I WANT my Cheque account taken back down to platinum. I will not pay those fees for your shocking non service. Even a private banker can't make time to contact me. I you will NOT charge me Private account fees for this month!