Very disappointed

I have an phone that I acquired through FNB and is insured by CIB. I wanted to put through a claim for my cellphone screen which has cracked. Firstly it has been a struggle to get through on the phone to these people and had to go through my private banker to get any assistance. I received an email from Jaco that stated a different basic excess to what I had signed up for and what was on my policy documentation. <br> <br> I let him of such and he fixed it but the words on the compulsory excess were also different from the policy document? I again let him of such and he phoned me trying to explain but he could not explain to me why certain words had suddenly disappeared from what was sent to me on the policy document? I told him I will be cancelling the insurance and sent an e-mail to the complains email address stated on the policy doc.<br> <br> Very disappointed at Cindy the supervisor for not addressing my complaint and it is so unfortunate that i found the tone of her email very patronising. Why not jus address my issue or call me if you dont understand what my issue is?