Appalling service from FNB PayPal yet again

We are an NPO banking with FNB. We recently set up a PayPal account (to enable international donations) and have received donations into this account - but we cannot ACCESS THE MONEY. All the PayPal / FNB websites claim that is it really simple to link one's PayPal account to one's FNB online account (which we have had for >3 years). Between myself (Director), our Vice-Chair of the Board and our Bookkeeper, we have wasted endless time on the phone and on these banking sites to make this 'simple' connection between our PayPal and FNB accounts. The PayPal website warns that you need to drawn your money out of the PayPal account every 30 days. So we have been trying to enable this for the last several weeks. Every time we call FNB's customer service, we are put through to several different people and we STILL have not been able to get this right. We have emailed Michael Thuenissen (the 'Account Executive') who told us 'I escalated to our 2nd Tier support for Online Banking and will follow up again' on the 23rd July, but has not contacted us since. We are at risk of losing philanthropic donations and demand that FNB sort this out immediately. How difficult can this possibly be???