FNB bad service

I have been a FNB client of over 35 years, I have had my credit card for about 20 years. In April I realised I would not be able to make payment and started phoning to inform the bank that I will not be able to make payment, after phoning a few times and having to hold on for so long at a time I gave up. The payment couldn’t go off and I started getting calls, I explained to the first person who phoned me that I did try to make arrangements but could not get through and also explained that I didn’t know when I will be able to pay, as I am working for myself and the business is struggling. She said she understood and will make a note, I then got a call every day; telling them every day that I don’t know can’t say and I was feeling harassed, after about the 10th call, the operator said that we can make an arrangement to make the amount smaller and the payoff period longer. I was thankful and agreed to that arrangement. In the mean time I tried paying off some of the instalment (the bank just grabbed every sent, that went into my cheque account before I could do anything So come the end of the month I had R3000 and knew the bank would take about R 1600 for the instalment as we’ve made and agreement, only to find out, again that every single sent was taken out of my cheque account to cover my c/card. The irony is that I have a FNB sim card, and now run out of air time while trying to get the bank to explain to me what is going on, and as I can only top up from my FNB account, which now have no money because it was taken by the bank to cover my c/card, I was in a big dilemma (FNB should not let their clients pay if they use an FNB sim to phone FNB) So it took about 3 days to have this sorted but through all this, there was no communication from FNB, I just had to see what happens in my account I then realised that I have been paying insurance for exactly this kind of thing, and after several phone calls I got the info that I can claim due to retrenchment that will pay 6 months of my c/card payments. I’ve sent my first mail on the 7th of June, and later phoned to enquire about it, only to be told that I had the wrong subject line, so the mail was deleted, but I was not informed that there is a problem. I then sent a mail again on the 22nd of June and received a mail that all the documents have been received and must wait 7 – 14 working days. After about 16 working days, I sent emails following up, but never got a response On Friday 27 July I called and was told that the claim was sent to the claims department, but they never processed it, the person will escalate it and will call me back on Monday 30 July. I never received the phone call and called again on Friday 3 August, to be told that there is no record of any claim. I am not asking FNB any favours, I am claiming from an insurance which I have paid for a lot over several years and I am pretty tired op being treated like I am asking for favours. I have send this exact complaint to FNB and had two people calling me, the last person was Stanley, he was not to concern about my complaint but the fact that I cannot claim as I was self employed, this was on 7 Aug. He promised me that he will get the telephone records and listen to it to see if they informed me in 2014 that the insurance is not for self employed people, he promised that I will get a call back, no later than Tuesday 14 Aug. I received an email on Sat, saying that they will be following up on voice recordings. Today is Wednesday 15 Aug and still no word. Just to put everything in perspective, the first mail sent was 22 June, the amount of time spent on the phone I am not sure of, but it is paid by me with my FNB sim card, shocking service