Very disappointed FNB loyal client

I have banked with FNB for 10 years to date, I can choose them anytime anywhere because of the banking convenience but the kind of disgusting service i have received in the month of February until now is unexplainable. I never would have thought that applying for an upgrade would take this long and this stressful let alone with no ounce of feedback. I have used so much amount of airtime to call in and still no help and no one has the courtesy to even call back. I have sent email to people at FNB and no one responds. Till now my application is hanging and no one has bothered to call or help or even respond to my emails. I would like to give FNB a benefit of the doubt and allow them to fix this and i am hoping to atleast be helped and get some sort of feedback. I am at a verge of changing banks but then again i will give FNB benefit of the doubt to resolve my application and my query.