Disappointed and hopeless with FNB Legal Plan

I have been a loyal FNB Law on Call Personal Plan customer for over 12 years, paying monthly premiums since August 2014. Since Tuesday on 7 April 2026 in the morning, I submitted my legal assistance request and received a reference number FNBREF#*** that I could expect a response within 48 hours. Nothing happened, I am very disappointed with the service and hopeless.