Can it really be so difficult to change someones address?

I have a platinum account at FNB. Going into the bank to just change your address is such a nuisance. I spoke to one of the bankers on the FNB app that said I can email my documents to ********** I sent my first email on the 3rd of July. I received a confirmation email yet nothing changed. I then spoke to the banker again and apparently the department did not receive any documents (even if I have the email stating that the documents were received and being processed). I spoke to the consultant again and personally sent my documents to her on 17th July, did not get any reply from her and still nothing happened (she gave me her personal email address). Contacted the consultant again and she said I need to contact the relevant department. After stating that this is bad service from FNB she said she sent it on to the department again. It is the 4th of September now and still absolutely nothing has changed from FNB. The address you currently have for me is over 4 years old. How ridiculous is it that something as simple as this can be so hard for a big company like FNB. The problem is that it inconveniences me every time, because if you take longer than 3 months I have to go through the hassle of gathering all the documents again. This is pathetic FNB!!!