switching banks is so difficult with FNB

I called last week Friday to switch to fnb and we processed the application I was told I would receive an email with all the paper work and switch debit orders that email never came and it's a week now. I called this morning to enquire and I was put through to all different departments the service at Fnb Is appalling. THIS HAPPEND TO ME LAST YEAR AS WELL WHEN I TRIED TO SWITCH BANKS. How difficult is it to send an email ????<br> <br>