Disgusting behavior from fnb consultant

I would like to express my utmost disappointment in fnb, i was retrenched in March 2020 when I app**** for my insurance on my personal loan to be paid which was done correctly, however I received a sms to say the insurance is no longer going to pay for the loan, I then called the bank of which I was informed in September to do an affidavit to process my application again, to my surprise I received a message today not even a call to say my claim was rejected due to me taking out the loan in 2018 and being retrenched in 2018 which ever consultant that was handling my claim was clearly high on something as I sent my retrenched letter with the supporting documents to confirm my retrenchment. My other loan I was told to wait 6 months and then the insurance will kick in since April to date I have been trying to get that insurance to pay the loan with no help or service from fnb. My loan has not been paid over 3 months of which I need to face charges and might be listed on itc for some idiot consultant who didn't do their work properly or analyze with accuracy. I also will be taking fnb to the banking ombudsman as all their calls are recorded. Disgusted with their service as all they care about is the money being paid over for the account.