Unhappy Private Wealth Customer

I have app**** for a home loan at ABSA and it was declined because according to Credit Bureau my FNB credit card owes around R210 000 whilst I actually owe around R100 000. When I explained this to ABSA they asked me to urgently get something in black and white from FNB stating my balance. I then phoned FNB credit card division and I was told that only my banker can help with this. I phoned him (his name is Tebogo Molemane)and his phone was just ringing. I phoned his assistant (Lerato Maluleke) and she was not available also. I then decided to call the private wealth suite, I was told they can not help also. I then asked for my banker's supervisor's no (Kabelo Kekane) and he was not available also. I phoned back the private wealth suite, spoke to someone who was sympathetic and understood the urgency of my request, tried to help but we didn't get anywhere. She eventually managed to get Lerato on the line. When I spoke to Lerato about my request she was not bothered and did not see the urgency. She was not even interested on my story. She told me that she will have to call the credit card department and other relevant people because she needs permission to write the letter. So I told her that everyone I spoke to said only my bankers can write the letter and I don't understand why she must still call the very same people who told me this. I could feel that she is getting irritable and could care less on what I had to say. When we spoke it was around 10;20 this morning and I asked her when is she going to come back to me. She said she will give me a call around 11:00. I said to her a call not a letter at 11:00. She said yes, she doesn't want to promise anything hence she can only commit to a call around 11:00. At this stage I was fedup, I told her that it was unacceptable given the fact that almost my whole morning I have been dealing with this. Can she atleast call me earlier than 11:00. She said I must give her 15-20min. As Im typing this I can confirm that the 20min has lapsed, its actually after 11:00 right now. No call or anything from Lerato. For a private wealth service this is unacceptable. Anyway Tebogo and Lerato since I started working with them they have no sense of urgency. I am the one that must keep calling for feedback otherwise they don't call and don't care. The reason I am even doing my bond application with ABSA is because my bankers were not willing to help and I decided to take my business somewhere else. I don't bank with Absa but the service that I have received with this application is tempting me to migrate to them. If I am getting such a service when I am not banking with them it can only get better when I move all my accounts to them 2nd, about 2 weeks ago I downgraded my status to premier because I don't see any value with private wealth. The service is appaling and its not worth the money that I am paying. After downgrading I was told I will receive my new cards and my status has been downgraded. You can imagine the shock today when I found out that I was not downgraded and I still have to deal with private wealth appalling service. Can I be downgraded with immediate effect and my new status must start from the day I was told I am downgraded