DO HUMANS STILL WORK AT FNB EXCEPT FOR Kgonego WHO HAS NO AUTHORITY WHATSOEVER

So no human interaction is now the way FNB are now doing business. After submitting my claim for my mental & emotional stress, it was rejected. No surprise there, but what was surprising was the generic rejection letter stating that I had suffered no emotional stress, so basically calling me a **** (always good to know people are judgmental without checking facts). It was denied that the life saving medical aid debit order that was returned was actually returned even though the debit order date has always been the 1st of the month but mystery the November debit went off on the 11th November? To me this was a no brainer, but obviously working for FNB gives you a higher insight than me the actual person that knows what actually happened. Proof was then demanded from the medical aid which I supp**** after again having to inconvenience myself, my time, my money. This however couldn't be opened by FNB so I had to send it in a PDF, which I think I did. As per previous experience I have yet again NOT HEARD FROM FNB. It's now week 2 on the proof situation but the total journey has now been 6 weeks. 2 months if you're counting the date my account was flagged & closed. What a service record. & still minimal human contact. What has FNB been reduced to????????