Pathetic Service

It seems like FNB doesn't care about customer service at all. I have been a client since 2012 and have never had a problem until this past month when I tried to upgrade my account to a premium account from my banking app. I was moved onto a premium pay as you go account with no communication to me that this is the case. I only found this out when I called in to query over R250.00 worth of service fees on my account. I logged a query for a refund of this and was told I will get a response in 3-5 days, well its 2 weeks now and still no phone call, each time I call in I am told some one will contact me but I am still waiting. Another issue, I tried to add a credit card to my account and I submitted a quote as requested but no one contacts me to tell me I still have a gold credit account which is not activated and therefore cannot get a premium credit card. Thirdly, I log a request to downgrade my account back to a gold cheque account and I am told I will be contacted within 24-48 hours by a retention agent but guess what, no one contacts me and when I call in I am told it takes 3-5 days to contact me.