Speechless at the service i am receiving from FNB

Last weekend I went to the FNB branch to downgrade my account as I never in the first place gave authorisation for it to be upgraded to premium. Anyway, downgraded the account successfully and the banker informed me i can still use my old card untill the new card arives. I also downgraded the account so that my husband and myself can do the family link. Went to the shop and when i swiped my card it declined, so i went on my FNB app just to see that the card has been cancelled. I left it there and waited for the new card. On Thursday my card arrived, tried to activate it but could not, contacted the bank and they said i cancelled the card alsmost a week prior, i asked them how would this make any sense to cancel a new card i have not yet received, all they said was that i should request a new card, spoke to 2 different people and they gave me the same answer. I was pretty upset as i need the card urgently and cant see how this is my fault. I ordered a new card and to my suprise i was billed R120 for the new card i havent received yet, so please tell me why i have to pay for something that is not my fault.. i want my money refunded and i want answers as to why i received a cancelled card in the first place. If this is the service they are going to keep giving me, i would much rather go to another bank.