Undermining service

FNB consultant decided to downgrade my account from Private to Gold without my go ahead. Ever since no one can give me answers, Lindiwe Zwane (Support Banker according to her signature) sent me an email confirming this and called me after I said they should not downgrade my account. She said she will reverse this but hasn’t and since then no one replies to my emails. And they expect me to trust them with my money, nonsense