Poor service from FNB

I was recently asked to rename 2 of our business accounts to make it easier for members to associate the accounts with their uses. Orelia called me back on the 1st of November and gave me the process by which I could find the Change Nickname of account, but said that it would be done by the weekend and that she would get back to me on Monday the 7th just to confirm that it had been done to my satisfaction. I checked yesterday, the 10th, and it had not yet been done. I sent an email to Orelia yesterday, the 10th, but received no reply. Please advise.