Refuse to sort out account problem they created

I was upgraded to Premier Banking when a woman phoned and said we would earn double the Ebucks we are currently earning (and we try really hard for our Ebucks). I was on level 5 and earning well. I SPECIFICALLY asked her if I would still remain on level 5 according to my spending and if wanted to rather go back to my gold accounts if I could do so easily and she said yes to both. So she immediately upgraded me and emailed me the info. When I read it (within the hour) I saw that I do not even QUALIFY for Ebucks on that account! I immediately phoned her to cancel the request that she had obviously sold to me with incorrect information but could not get through. Since then it has been 2 weeks of chaos with my accounts. I was unable to use my cards or transfer money into it, I couldn't downgrade immediately like she said, my cards were declined at tills. All the while losing the points we had built up to get to level 5 for Ebucks. My accounts are now misaligned and I have now lost ALL the Ebucks I earned in Jan and I have earned none in Feb so far. FNB has refused to help me sort this out or refund my Ebucks even though they have admitted that they were wrong! Please no automated reply