new type of new account please

Greetings My issue is that I have been asking for a down grade for a while and it is not happening . I was told that other people are chosen at random to be sort of cold called to be convinced to go to the new accounts. Meanwhile on this side I am convinced that I want one of the new accounts. no need to convince me but it looks like I am gonna need to wait until its "my turn".

last month I was told by a call center agent that my account is domant and in the negative.- - I agree. HE SAID I need to take care of the negative amount that I owe before I could be downgraded to one of the new accounts. He said to me to make a deposit. And I asked if the money wont get deducted? and he said NO. The money will not be deducted and I trusted him. The plan was that the account would most likely not get downgraded because it owed an amount. -understood. Lo and behold the next month the amount was deducted and now I owe again. I'm sitting at another deficit. And still with an old account.

I would please like for the charge to be reversed and for the old account to be downgraded to the new type of a cost free account please.

my reference for the my last call is 7***.

Please assist.

Thank you.