FNB agents cannot do their jobs

I put in a claim for loss of income in June already , i got a call about 2-3 weeks ago and the agent advised me my claim was approved ,yet today i got a message from fnb saying they need my bank statement urgently in order to approve my claim . I am very confused now because why was i then called to say my claim was approved and how on earth am i supposed to send you bank statement when fnb closed my cheque without even informing me . My account just vanished when i put in the claim and when i queried it the gent i spoke to advised it could just be a technical error and yet a whole month later my account is still gone and not accessible when i log into my online profile . Please refrain from sending my messages or emails that do not make sense ,i would appreciate it if a consultant can call me and advise me if my claim is approved or not