FNB Agents not doing their jobs or dint know how!!!

Staff or agents not doing their jobs!!! I called I 23 june at 8:40 am to request my funeral policies be placed on hold for 3 months due to my retrenchement as I am still unemployed I had to call 3 times to get through to the correct department. This young lady informed me that she has placed my policy in hold and also my health plan with them, the calls are recorded as per fnb ?? So Saturday morning I see that my debit order didn't go off due to insufficient funds.!!!!again i called and spoke to a mr kumalo requesting my call recordings and that my policies was never placed on hold as per confirmation as well... we got cut off and really no one bothers to call you back as they cut off on fnb side??? This is the worst as I want that lady who informed me that my policies will be placed in hold to pay for my bank costs now!!!! I am unemployed and dint like RD'son maybank account that is why I requested it to be placed in hold ..!!!!if they dont know what they are doing get someone that knows their job!!! I want my call recording and my costs to be removed from my account with immediate effect