Bad Service

I have opened a funeral policy with FNB on August 2015 where I was told by one the consultant that they will e-mail the forms to be filled in and add 8 children on the policy no matter that I'm not the biological mother for those children.

Last week when I wanted to remove my cousins children from the policy and add my nephew's kids I was told that at first I was suppose to read terms and conditions of the policy. What about their staff member who provided the wrong information and now they are shifting the blame to the client. The service is disgusting and the staff are improperly misinformed or they are not well trained as they do not know what information to provide to clients. I regret why I even open that policy with FNB as now they don't even have the guts to solve this issue. I WANT MY REFUND BACK FOR THE TIME THAT I WAS PAYING FOR THOSE KIDS.