FNB has no clue what they are doing

I've had an FNB Gold Business account for quite a few years. But I have always been a sole-proprietor for this account. I requested the account to be downgraded to a FNB Zero Business account. This was confirmed and the order was placed. Nothing happend. Two weeks later, they can see it should have been downgraded, but nothing was done. They pushed it through again. Another two weeks have passed and my account has still not been downgraded, nor have FNB tried to reach out to me. Even getting to the right channel took me through 3 different departments. It seems no one really knows what's going on there. What happened to the FNB to get this level of bad service?