Still no response or change in account status

I went to FNB Northmead Square at the end of November where I signed the necessary documents to change my Platinum Cheque Account to a Gold Cheque Account. The lady told me she would send through the application and I would be notified in approx. a week or two. It has now been 3 weeks and I still have not received so much as a call from FNB to say that the account has been changed or when I will get my new card. Please advise when this will be as now I have to pay Platinum Cheque Account bank charges AGAIN at the end of this month. Why does the customer always have to pay for the service provider slacking??