Empty promises and non delivery

I took out a funeral plan on 26 November 2019. I was sent an SMS asking if I was happy with the plan In January. I rep**** no as I had a query. It took a month for someone to contact me to find out how they could assist. I explained the issue and they said that they would get back to me with the solution. Someone did get back to me with the solution and said that they would send an amended policy through to me. A month later and this has not happened? This is shocking service and I am STILL WAITING for someone to confirm in writing via e-mail that the issue has been resolved. I have absolutely no proof that the issue has been sorted out and yet they are debiting my account every month. Really highly unimpressed with FNB's disgusting attitude and service.