FNB Website & Consultants glitch

I have requested via the FNB website to convert my FNB PREPAID sim to a Unlimited call Package. I have completed a request on the website, stating what i have and what i wanted to do, straight from where i have selected i want this package. Few minutes, after sending this request, i received a phone call. I thought this is super service, only have to speak to 3 different people and 7mins later getting put through to yet another person who dont get what i was after. Why then filling in the request and stating what my intentions are, and STILL NOT BE ABLE TO GET what i want. It shouldnt be such a hassle using the website, and navigate on the website to get this service subscribed for. I just dont get. And when you explain AGAIN what you want to do, you are put through to yet another person....only not to be helped.