Pathetic service from the credit card division

I app**** for a gold credit card at the end of February only to receive a a premier credit card at the beginning of March. I queried this and was told that I simply have to send an email to downgrade. I sent through an email on 9 March and was told that I will receive my new card within 5 to 7 working days. I have called back two weeks later to follow up on the progress and they told me that they haven't yet started the downgrade and they will escalate the matter and somebody will contact me within 48 hours. Another week goes by and no contact from FNB. I call them again and again they tell me that somebody will contact within 48 hours. It is now another week and I had to call back and nobody can help me still. I am also being charged for a credit card that I never wanted in the first place. Really pathetic service