Unsatisfactory service by FNB

On the 19th November 2020 i wanted to increase limit on my gold credit card because i needed cash urgently. I did but unfortunately my card was upgraded to premier. I called immediately to say don't want a premier card they must please reverse it to Gold a call was logged. I spoke to Makgotso and the reference was *** she told me that I will get a call within the next 7 days she also told me not to get rid of my Gold credit card. Nothing happened and 7 days later I went on to the chat service. On the 26th November i chatted with Roxienne, she told me she could not pick up any notes regarding the downgrade. She said she will log a call and give me a new reference which was CAS-***-M3T8W9 and she also promised that the downgrade desk will be in contact between 7 to 10 days. Nothing happened. On the 30th December i followed up, that is more than a month later, I chatted with Netha and told me the credit card will be downgraded after 90 days. The gold credit card and the premier still appeared on my app. Today i checked my app the gold credit card has been removed and only the premier card appears. Now I wonder if I'm being forced to remain on some product i don't want? I went on t the chat service again and chatted with Mpho today and she told me that there is no update on the system regarding the downgrade. So all along I have been wasting my time speaking to people who did nothing to help me. I have not received not a single call in the two months i have logged a call. Please help me FNB. Clearly your agents forget about us the minute we say goodbye on the chat.