FNB Private Banking and Overdraft Reduction Fail!

I have been trying, unsuccessfully, to reduce an overdraft on my main FNB current account for several months now. Even though I have been a Private banking client for many years, am not in arrears and pay exorbitant fees each month and with sufficient funds to pay the entire overdraft off I still cant get FNB to reduce it. I used to be able to do this simply in online banking and now it seems its become impossible. Even working though two separate private banking clients has got no where. To think, I actually used to recommend FNB to other bank customers! Service levels have really dropped off a cliff.