ATROCIOUS customer service!!!!

I’ve been banking with FNB for over 10years & have had my funeral plan with them for 12 years and I was shocked that to date they have all my details including the people I’ve covered wrong even though I called last year to correct them.. I don’t understand if wrong details are entered deliberately so we can’t claim in the future or what? it gets worse when I called the customer care line a lady by the name Busi Khanye kept on referring me a paying client as “mommy “ & when I told her that’s unacceptable she blatantly told me she sees nothing wrong with that! I mean she could’ve corrected that but instead she chose to go back & forth with me, is that how you train your staff members? Such disgusting behaviour? Can she atleast attend a customer care services course because she’s really bad at her job? I just hope my details were updated correctly, hope that was my last call to the funeral department!!