Disgusting service at fnb

I am shocked beyond words with the level of service I'm getting from FNB, I took out a home loan, with a bond protection cover, the attorney came back saying they can't proceed with the registration as fnb came back stating the life cover is not met, I spent over an hour on the phone, like a ball been played tennis, doing the security checks with every new person I spoke too, I spoke to 4 in total thus far, I took down 3 names which was Sibongile, Juba and nono with absolutely no luck, they have no customer service experience, no empathy or willingness to help or take ownership of the query has been displayed, i dont understand the what the issue is, the bond is with fnb and the bond protection plan is with fnb, when i ask to speak with a senior I get told they busy and in a meeting then put on hold for long periods of time and suddenly the call disconnects, without the hold been refreshed, I have banked with FNB for over 10 years, and never have I have a poor experience like this in the past