Bad service

I am writing this with great regret and disappointment with the way FNB handled my request and queries. I had a funeral plan with FNB for years and I have been a client for over 15 years. I have been out of the country for some time now and had issues with my current cheque account. In that I went to my branch in Key west Krugersdorp when I visited home in 2018., Had to change my cheque account due to some mischief, and manage to change it to another cheque account. Did all the Debit order transferred to my new account and got assist by a lovely lady called Lebo (no sure of her surname). She did all the necessities, by calling the Hub and confirming the changes and transferring the debit orders including the funeral life cover of FNB to my new cheque account. I spoke to a lady on the line confirming the changes and confirming the new current account before leaving the bank and signed everything and having some copies with me, it was around end of Oct 2018, maybe 20 something of Oct. A few months later I noticed my debit orders were not going through and wrote on the FNB site querying, why my debit orders not running. I got a mail telling me that my funeral cover has been cancelled due to no funds, also some policies. I had sent several mails from 11/04/19. I came home last month Sep 2019, and I went back to my branch to query the process of all my debit orders. Due to the reason that am out of the country and could not physically go to the bank to sort everything out immediately when I noticed the problem. My medical aid, life covers lapsed because of that. I had written mails from then to FNB and requested for them to reinstate my funeral cover, as it was from the bank and they had made the problem not me. How can I change just accounts in the same bank, in my branch and have a funeral cover under FNB and they make a mistake of not just transferring the new account details for the Debit order to run? Then they don’t have any empathy and take accountability of their mistake. It’s all about principles. I had to react quickly with my other debit to, so they don’t get cancelled however my luck was not on my side. On my return to SA last month and had spoken to a couple of consultants for them to reinstate the policy, I was told that it’s not possible. I had 1 question, how come? Its a cover in FNB, and changing accounts in FNB make me lose everything including my other policies. I am angry to think that, they didn’t even try to meet me half way as a customer and not even try to retain me. I will have to be on waiting period for all my policies and life covers and medical aid due to FNB or someone who was *********** in doing their job. The consultant made me to speak to someone at the HUB again in the fnbfuneral policy line, Where I asked, why do you have to confirm changes of accounts with an existing client and reflecting on how many years I have been with the bank and just changing accounts in the same bank, and my policies including the FNB funeral policy to lapsed? I even asked, even if they don’t get hold of me on the phone, Since am out of the country, I have provided an email address where I didn’t even receive any mail concerning anything. All I saw is notes in their system saying, can’t get client on the phone. That’s it! Not even trying to think out of the box, by sending an email ☹? I am very disappointed in the way they handled everything and won’t recommend FNB anymore. Now I have closed all my accounts with them yesterday and changed banks, however wanted to share this disappointing service from FNB.