Always "cannot assist "

After finally upgrading i had an unusually balance in my account, when queried they advised me that they cannot assist yet they upgraded me so that i have have a "team of private bankers" at my aid and they cannot answer a simple question, something as simple as my name that i have been trying to get them to correct since last year is STILL not done, when i tried to chat to someone to assist as to what is going on they took forever to reply that i thought no one was there and again sorry we cannot assist, asked how to then close the account which you would expect them to at least know, nope sorry we cannot assist you call this number.. really FNB?? really?