Useless service!

Useless service! It's been about 3 weeks now that I have asked fnb to downgrade my account and nothing happened. Last week I called to find out if the downgrade. The card verification did not work with my new card and my other cards were expired. The lady rudly told me that I am using the wrong pin. I got quite upset and the lady eventually helped me but by saying that nothing was done and that she cannot help me. The only way to downgrade is to send an email 1. It's been a week now since the call and it seems like instead of downgrading my credit card, they have pussed my cheque card back up to premier. Such a shame thay their service is so useless as all the online banking is amazing and easy to use