6 weeks complaint still not resolved!

A long story short, due to covid I got retrenched could no longer afford my premiums called the relevant department (FNB Funerals) to inform them and requested a payment break. They didnt stop debiting and due to that I was charged unpaid items/honoring fees etc. I received some money from UIF and realized that I was charged about R1200 in fees and a chunck of that amount is due to these penalty fees. I called; wrote complaints and still 6 weeks later my query is still not resolved (and no I'm not asking for FNB Funeral to refund my premiums). I spoke to many people at your *** Pam, Pauline, Karen and a guy called Neo who was very helpful and understood my query/complaint but NO ACTION has been made til to date. "How can we help" you ask... well you have failed to help me - show me ubuntu in a difficult time. You are taking away money from a poor person so you can get richer. Failure to respond/action my initial complaint will result in further action. I know it can be done, I've seen it been done before - in goodfaith you can reverse bank fees and it goes through CBS. Now please for the love of God help me!!