Bad service from FNB online banking

The FNB online and some branches are lazy to do their jobs. I've asked since last week for a change in mandate to be made on my online business account. I've asked for my wife to be the secondary authorized person for the account. And I should be made the primary authorized person for the account. Last week Thursday, a lady from the online banking promised she has done the changes as per our request and an email would be sent to us. To this date my wife and I haven't received an email from FNB. This morning I called to follow up. I was told the matter was escalated and I should be getting feedback soonest. So I am wondering how long does it take to change a mandate on the system as per FNB's client. On the other hand, my wife and I went to the branch to get the matter sorted out and we were told we need to call the online banking. We did exactly that. However to this date we haven't been served with our request. The lady at the Maponya mall told us the agents only work until 5pm. But at the Rosebank mall branch I was told the agents don't finish work at 5pm. They told me Maponya mall could have helped me with our request without phoning the online banking. I can't transact because our request that was put last week has still not be actioned. Then we have FNB claiming that their an innovative bank and number 1 bank of choose in SA. But from the bad experience this past week. I bet to differ, because even the card machine I app**** for 2 weeks ago. I still haven't received the machine to date. I was told an agent will call me on Friday when I was following up. The level of service from FNB has been terrible this past few weeks and I am even considering switching banks.