Bad Service

I have a student and personal (covid) loan with the bank which I paid diligently over the years without fail. On October 23rd I submitted a claim against retrenchment cover on both loans. After multiple calls and promises of call backs, which never happened, I managed to get hold of a claim assessor on the 14th November who advised me that the claim against the study loan was declined as I did not have retrenchment cover (news to my ears) and that the personal loan was deferred to management for review. He also promised to have an outcome on the personal loan by the Friday the 17th and I can expect a call from him on the day. Friday has come and gone and I yet again had to spend my time on the phone following up. Again I was told the claim is under review and to expect a callback within the week. Two weeks has come and gone with no callback / feedback forthcoming so decided to follow up again this morning. again the call centre person advised that the claim was under review and I had to wait till this coming Friday to get an outcome. On request to speak to an assessor or anyone from management who is busy with the review, the call centre person advise me that they are not allowed to transfer calls nor give out contact numbers to get hold of any of these individuals. To my disgust I was asked yet again to wait for a call back as the matter was escalated to management (same useless management that doesn't take calls nor tend to customer complaints) Its amazing how FNB is quick to sell customers their products or quick to collect arrears never eager to attend to matters important to us the customers..