Zero Accountability regarding Call Centre Staff

Contacted FNB Premier bankers regarding downgrade (Ntombifuthi Goge) due to bad service ref CRM:*** (01/04) 2 weeks later still waiting regarding confirmation. Received application for new credit card with adjusted interest rate today? same rate on credit card since opening Gold account upgrade to Platinum takes 1 minute online and interest rate remains the same but when you request a downgrade FNB sends me a application form to sign (which i do not want and will not sign) with a new interest rate and initiation fee? Document and email send from sales department (Bongani Tswai) and emails states \kindly find attached to this email document you have requested us to send\" New quote requested by who? and advises to call number on document for any queries (sales department) but when you call they refer you to card department which then refers me back to sales but not able to make contact with sales person who provided quote or Premier agent who initiated this circus act. After 30 mins on the phone couple dropped transfers and as always both departments pledge that i will receive callbacks which never happens? Think its time to move accounts tomorrow."