Inability to set up spousal account, lack of communication

On June 21st, I requested that my partner's account be converted to a "spousal account" and was told the request would be sent through for us to approve over the phone. Neither of us were contacted.

On June 26th, I contacted FNB again about us not hearing anything, and apparently an urgent request was sent and that I would be contacted.

I still have not been contacted.