Please Resolve

Hi, i have been trying to get through to Kara at your branch in northmead square for more then two weeks. i got through 1's and left a message but received no response. I Had my account down graded back to a gold acc because i was loosing on my ebucks and it was too costly. Kara advised in order to down grade she would have to temporarily closed my savings pocket but it wil be re-opened once the account change was made. Firstly it took allot longer then 3 days to complete my request which was ok, but more then a month later my savings pocket has still not been reactivated. so i would imagine again i will loose ebucks. im sure she just forgot and i was happy to call and remind her but can never get through to the branch. it is really annoying as i use my savings pocket all the time. now again i need it and still no savings pocket. is there anyone that can assist me to resolve this. i dont have time to go back to the bank and was told this will all be corrected once the gold acc was re-instated.