I want my money please

Firstly I was on Gold and they called to tell me that I have been upgraded to Platinum American express, everywhere I go the card declines it has been more than 3 months now I cannot excess my money , my kids are starving I am also starving but I do have money that I worked hard for I have a child that is on diapers I cannot afford due to this stupid card that is declined everywhere. I go to nedbank every single day of my life I am tired this is really not working they want this and that but when I put in my money they did not ask me for anything I am actually considering of taking all my money to a bank that can actually assist me and have access to my money, I added a secondary card for my spouse which is also not working I told them to give her a limit of R5000 so that she can at least buy food and diapers for my kids the card is still not working it is declined everywhere she goes , Christmas is not so far away and I haven't bought clothes for my kids but I do have money which I cannot access I want my account to go back to Gold card which I had no problem with its either that or ALL my money back will take it to a bank which can give me proper service