Zero action on downgrade and new credit card

Reaching for desperate measures to get some kind of response from FNB! After having my credit card ******, I decided to downgrade my package before ordering a new card. FNB clearly disregards clients who are downgrading (less money for them) because no action has been taken since my visit to the FNB Durban North branch on the 23 October. I have had many lost credit cards replaced in days, so clearly it is the request to downgrade that is stalling the process. I was cced in on an email putting through the request, told by the DBN North clerk that I might have to follow up on it (she already knew that I was unlikely to get a response), and after three phone calls, and another in-store visit and being told on the phone and in person that my request would be 'prioritised' and 'escalated' and I would be 'contacted within 24-48 hours' (twice, with zero contact), I am still credit cardless and at my wits' end! FNB, you have no interest in customer service unless it is for your financial gain - and I get the funny feeling that this process will keep getting stalled so I can keep paying a higher monthly fee while you 'process' my application.