Bad service

I submitted a claim for retrenchment on 12 May 2020. FNB has approved one for my loan and for my credit card it's still pending I call them every week to find out what is happening and every time I'm being told that it's escalated. I'm so ashamed I will never do business with FNB again. I have received an sms that my credit card has been handed over to their legal team, but that legal team cannot even see that I have made a claim on the credit protection insurance and it has not been attended to.