FNB - Spousal Account upgrade

Earlier this month my husband was upgraded to Private clients. Part of the package was that I can also upgrade, no matter of my income. Every single time I try to upgrade they do confirm that this is the case, and there should not be a problem. Yet every single time they tell me that I am not eligible, and I have reached out to FNB on 4 occasions. What is going on? We are running in circles with them. I am also still waiting for someone to give me a call to sort this issue out.