Empty promises.

I made a call to get insurance and decided on which insurance cover I wanted. The first installment is wrong because there was cover added. Then the next month a debit order was deducted. If I go onto the app and see there is no policies added. I phone fnb and they responded I have no cover of non payment. I then gave them the date when the debit order went off. Tomorrow is a week since they supposedly would have called back.