********** service from FNB Business Banking

Two weeks ago our HOA phoned FNB business to enquire about how to change our main signatory. We were informed that te current signatory must call them to initiate the process and that FNB would then email her a form to completr after which FNB would call the new signatory. We did all of this and waited 2 weeks for a response. Now suddenly we are told that we need to visit a branch. Yet we were specifically told that we would NOT need to do it online. Can someone at FNB Business who knows what they are doing please explain to us why they misled us when we called initially and why they are wasting our time. We are once again completely unable to do our online banking thanks to FNB's incompetence. WHY is it so difficult for FNB to just give us clear direction from day one? We had exactly the same terrible service when we opened our account.