Why offer clients something they are not eligible for?_remove this error from my profile

I am rather disappointed with the service received being an fnb customer, I was contacted on Thursday 01/10/2020 by an agent who advised I qualify for an upgrade to Premier account from a gold account, I agreed to the upgrade only to find out only my credit card was upgraded and my Gold account did not process, why would you call offering something I was not eligible for. I then tried since Friday 02/10/2020 to go through to the premier card division, which I used all my airtime as I kept on being referred to the Gold dep. Until this morning one of the Agents advised me what to do. I eventually got through but no one seems to have the answers as to why offer something to me that I am not eligible for. I was then advised they will need to downgrade me. I want the Premier details to be removed off my profile from cellphone banking and my entire profile. This is rather ridiculous. I want the card to be cancelled I do not want it delivered to me because this is a mistake made by FNB.