Bad service

We have submitted a funeral claim to fnb life on 09/07/2020 up to now we have not recieved any feedback from them, I followed up on the 13/07/2020 and they could not find the policy, we where revered to the branch and we where helped brilliant by the consultant in the branch, however we still ended up holding on for a call centre. We still not getting help, Fnb said we will be helped with in 24 hours it is now 14/07/2020 still no help. There is a debit order every month where they take the money, once you need to get your money back there is no help. GREAR SERVICE FNB.