Account protetcion plan overdraft

When rumours started that a lockdown will be imminent earlier this year I had phoned FNB to ensure that my accounts and loan was protected. I had phone in twice on different occasions to ensure that my overdraft, credit card and personal loan was protected with an account protection plan for retrenchment. On both occasions the two different agents confirmed that all three accounts were protected. The unimaginable happened and I was retrenched in June. I contacted fnb again to find out what I needed to do to claim for the APP.. I sent in the relevant documents to the email address given. I had to follow up quite a few times before the APP were activated. I was informed that the APP was only activated for the credit card and personal loan and I had to send in an email to the address I used to follow up. I did so. After following up a few more times I was told that there was no APP for my overdraft. I told the agent that I had phoned in twice and was told that I had protection for retrenchment. The agent said she would take it up with her superior and come back to me. She never did. I phoned in again to follow up and spoke to a different agent who then told me there is nothing they can do for me and that the account was handed over to the collections department. (I was never even informed that this happened, I just saw that my account was now in the minus with the amount of my overdraft). I told the agent I am still unemployed and do not have money to buy airtime and phone in. She said she will request that they phone me so that I can explain the situation or make an arrangement. This was last week and I have still not been contacted. No my account is in arrears and still no closer to solving the issue. If I was told I had no protection for retrenchment for my overdraft I would have taken the additional insurance. This has caused me immeasurable stress and anxiety (as if it was not enough to try and deal with being retrenched, loss of total income, trying to find employment and the pandemic). I have always had good service from FNB and have recommended them to friends, family and colleagues. This is however unacceptable and has caused great stress, anxiety and financial distress. I am considering closing my account with FNB (accounts I had had since childhood) when my debt is repaid. I need someone to contact me urgently to sort the issue out. References I have received are FNBREF#*** or FNBREF#*** or FNBREF#*** or FNBREF#***. No references were given for the calls made when asking if my accounts were covered for retrenchments.