Why is it so hard to upgrade an account???

Been with fnb for 12 years and always loved the bank and got family and friends to switch to fnb as well however recently i have been receiving really bad service why is it so hard to get my account upgraded over the phone i spoke to one of your agents today she assisted me with an application to upgrade to aspire said everything was done however nothing was done my account is still a normal youth account all i want to do is get my account upgraded to an fnb y next transact or whatevee account i qualify for why is it so hard??????im a student and start university in a few weeks and can't even sort my accounts out this is really unacceptable FNB.