Bad service and ********

I have a funeral cover with fnb for many years I have been paying it and just this month I decided to check my statement and realized that they have been deducticting twice with two different references and they changed the debit order date to the 10th without talking to me and then I went to cycad fnb Polokwane they let me call the funeral department and the guy who answered was not willing to assist and I could feel sarcasm from his responses then I asked to speak to a team leader nd I was kept on the line for 30min without anyone coming to me and then I went to the managers office while she was trying to log a call then team leader(Mpho) said to me that it's not 2 separate accounts bt it has different references then I asked him to send me the contract because I no longer trust what their saying because they even had a wrong number yet I have been using my current number for over 7years and I'm always updating info with fnb. I'm very ****ed because I feel ****med because Mpho has not emailed the contract as he promised so I feel this bank wants to deduct even for things that are not there and they employees are not loyal and I feel like the opened two covers for me for their own gain. Failure to fix this problem I'm going to take this up. I need my contract or else I'm going to cancel banking with u ppl nd I will stop all my family members from using fnb. You are a bunch of ******* good for nothing bank. ?