Private Clients Credit Card downgrade to Platinum

On the 26th of August 2015 I logged a request (Reference Rb***) to be downgraded from Private Clients to Platinum, I was informed that it would take 14 days and to date my request has not been processed. And today when I called in again the agent told me that he needs to log another request and told me it would take another 14 days, what nonsense is this? Why can't he follow up on my initial request. Can FNB please stay true to their promise, why promise me that my query or request will be resolved within 14 days period and not deliver.<br>