POOR SERVICE FROM COMPLAINTS DEPARTMENT

I'm seriously frustrated by FNB. A bank I trusted with my money. I've made calls to their complaints department, I've also sent emails to them but no positive feedback. I've downgraded from Premier to Gold Credit account around mid December. I was told my limit will not change. Few days later, I am told I've exceeded my limit and need to pay +/- R2200. I am not impressed with the service I am greeting. It is very poor!!