VERY RUDE AND POOR SERVICE FROM FNB

I am in the process of applying for vehicle finance. Then suddenly I get a phone to offer me an upgrade on my account from Gold to Premier, which I accepted. Now today I notice on my online banking profile that I have 2 credit card profiles (both with available credit) and I know this is going to affect my credit application with Wesbank as it shows credit exposure of double what it should. I phoned the Premier Division now to get them to sort it out, and was dealt with by Zandile Thadeche. Please listen to the entire voice recording (29 May around 09h45 - 10h16) Totally unacceptable and very rude. Kept talking over me and ultimately being quite faceatious. I cannot and will not accept that as a client we are automatically expected to know that when an upgrade is offered it will take 30 days for the accounts to merge and would reflect as 2 credit profiles. Then simply because my mother (who used to work in the Bank) got involved in the conversation (and incidentally, she has signing power on my account so can legitimately discuss my affairs), she cheekily says "well if you worked in the bank then you should know". How very rude!!!. I don't work for the bank and the normal person in the street doesn't work for the bank, so how would we be expected to know this? Just plain rude! She then said that she can issue a letter stating that the accounts are being upgraded and will merge, then when we said we wanted that, she said we are pre-empting what Wesbank may request, and if, and only if they request it, then she will issue it. Upon sayin that yes, we want that letter sent to us, so that we can send it to Wesbank so that they already have it, she then said she won't provide it. She said if I was not happy having 2 profiles on the credit card, that I must log into online banking and "untick it". This - simply because when upgrading a client's accounts your systems show 2 profiles for 30 days???? whose fault is that?? She really needs a lesson in dealing with clients.