Did she even read what I wrote????

I recently complained about the way in which my claim for a device is handled and I get a response from Dimakatso asking me to send bank statements. FOR WHAT???? The problem is the insurance was requested but apparently NEVER deducted ! My question to Fnb and CIB is WHY????? Fnb blames CIB and visa versa.... I WOULD NEVER BUY ANYTHING without insuring it..... I want to know WHY and I want my device replaced. What the hell??? How can she ask me to send bank statements? What is wrong with FNB ???? Look at all the complaints on this platform... Makes me worry for real......