FNB are ****mers and unprofessional

Please can someone assist me with FNB accounts. My dad has a funeral cover with FNB, the debit order has not went through for two months and we not sure the reasons . He had the debit order money in the account. He has paid for years and bare in mind he is old. The service recieved from FNB is terible. They cannot assist us and keep on transfering the calls and it gets cut. No one called him from the bank to query on the account. I need the policy re instated because we paid for so many years and now when I'm doing a follow up on his policy they say it's lapsed. And it's not his fault. FNB service is gone terible . Absolutely terible. How many other people are youl doing this too. How many other people are you robbing. Pensioners. *****ing their money for years and then say policy lapsed. I'm absolutely furious.