Waiting 2 weeks on a reply from Credit department

Good morning

Can you please tell me why I have to wait this long to try and change my account to a fusion account?

I went into the Paarl branch at the mall on 5 Jan 21. The consultant was very helpful and while I was there she sent an email to the credit department because there is a hold on my account. I assume it's because I'm in arrangement to pay off my overdraft.

So the consultant said she must speak to whomever put the hold on my account. She emailed them then and there and said she will let me know as soon as she gets a reply.

This morning she let me know she is still waiting for a reply. This is unacceptable! 2 weeks to just find out if I can or cannot change my account? And still no answer?!