Please listen when your client speaks

Good day I have quite concerned with the level of service offered by FNB. I initially went to the Durban Branch and spoke to a consultant to upgrade my account by one level to the premier. I was informed that this option was not available however the system offered to upgrade to private client which is two levels higher. This was not something that I was interested in.

I then called online banking and was told that they could upgrade me to the level that I required which was premier. I then requested them to process the upgrade. I then called them back to look at the option of getting an additional credit card only to be told that I was on the Private client account. I explained to the consultant that I never requested to be upgraded to that option but was told that there was nothing that she do. She advised that a consultant will contact me in the next 48 hours. How is this possible that a client calls and stipulates his requirement only to be given something else? What is the purpose of recording calls when you are not even listening to a client? This is just pathetic service fnb.