Account upgrade turning out to be a misery

I'm super annoyed with how FNB has been dropping the ball with their service excellence. I tried to do an account upgrade last week to be told I'm under debt review which was not the case, that has since been cleared of my profile but I'm still unable to upgrade my account due to another red tape. What does one need to do to get things done with FNB? I'm not sure how upgrading a mere account can be such a cumbersome process. The consultant who was trying to help could not even tell me the reason why. I'm disappointed with FNB, to think I have been loyal to this bank for the past 15 years. My kids have accounts with FNB, even my Business Account is with FNB but after all of this, I think it's time to reconsider.