Bad Customer Service

This is utter disrespect to your clients, no mater how we try to keep up to our agreements with you. I had a loan and cerdit card with FNB,during retrenchment I went to the bank and told and requested for assistance as I knew the loan nad credit card has insurance. they were quite for over a year and couple of months until I received phone calls from their attorneys about the amount bring owed to them. I then followed up asking to speak to the people responsible ,I would be told to dial this number and get in touch with insurance no could assist. I remember holding for over an hour with 1 of the agents telling me they still checking with their manager. I called in 2weeks back I was told the calim for the the loan was paid up to 6months then they stopped, credit card was worked on but it was kept on the "pending"state. It has been 2 full years. No 1 bothers to follow up and update me. Today I called in again to check on the progress same update as last week, "updates will be given in 24-48hours as its been handed over ". so my question is why was the loan covered for 6months as my contract states 12months,also the credit card which is on pending not a cent was paid towards it. Who is responsible for all these interests which have accumulated on these accounts? Also no communication from FNB Claims to say they have looked into this claim and they would be able to cover for a certain period ,then I should make a plan there after. The fact that I am handed over to multiple attorneys which they call me almost everyday is pure nuisance and no 1 can answer from FNB Claims. I want an update ASAP!