Disappointing service!!!!

I put in a claim on 24/03/2025 with fnb law on call and to date no feedback. Today when I call I'm told the person who helped me (Yonela) is on lunch, sono wait for her call. When she does eventually call me, she disputes that I made two requests citing a "misunderstanding". How is there a misunderstanding when I clearly stated what I need assistance with and the fact that I fear for my life? I asked how long does it take to have aawyer appointed after submitting a claim and the response is "48hrs". So why did I have to wait a week to get feedback and why did it take me to make a follow up call to find out Tiisetso is the person who is assigned to refer me to a lawyer. If that's not enough Tiisetso is not even available. There's clearly no sense of urgency foe anybody these people and I am not a human being but just another voice at the end of the phone who pays a monthly premium for such disappointing service.