Pathetic FNB service

And here i am phoning FNB Share Investing this morning to change the address on a letter i received from them. However the letter was sent to an address at which i previously stayed more than 10 years ago (yes the owners kindly called me to colect the letter). So the gentleman at FNB Share Investing tells me i cant change my address over the phone with him, i actually have to go to the bank branch to do it....really....seriously.....so i put the phone down after having a fit with him. So i phone back to lodge a complaint at a manager who is in a meeting, so i leave a message. So i phone them back later this afternoon (15h36) to still lodge my complaint only to find out she has left for the afternoon......really....and i cant speak to anyone else. How does this work....?????its a FNB Share Investing letter with the wrong address and they provide their phone number on the letter, but their operations doesnt allow me to change my address (which im almost sure i didnt change my address back to the old one) and now i have to take an hour of work to go to the branch....seriously someone needs to look at FNB’s processes and procedures....