Extremely bad service and negligence

My fiancé got sick and didn’t earn an income that was in March 2021. The lady who spoke to us to that before the policy lapses there have to be 4 non payments. So he only started getting paid in May of which it was the 3rd month and they double debited him. Now in June we expected the same only to get an sms on the 28th saying his Life policy has lapsed but funds were and still available till date. So we went to the branch in centurion and Sharon Malope was so helpful she checked and called the call center on his behalf to find out what went wrong, why the policy didn’t debit? The call center agent by the name of Gift wasn’t helpful at all coz we clearly wanted to know why the policy lapsed as funds were available, he initially said it was an IT problem. We told him we want the policy reinstated immediately to our surprise he asked has anything changed since he took the policy and he rep**** yes his health had changed and he called in September to advise them about it and the person he spoke to said it’s fine coz the diagnosis happened after inception of the policy. Now this Gift character didn’t want to help and told us his manager will call my fiancé by close of business that was Wednesday. Today is Friday and no form of any communication has been attempted. He called the call center 4 times and they keep hanging up on him. This is unacceptable behavior and bull**** service from FNB.