FNB Care complaint ref no : ***

I had an issue with FNB, since the covid lockdown, they approved me for a covid releave loan and all went well, up to a point. I had to apply again for the relieve in June, then they deducted from my wrong account first of all, I spoke to an agent and he advised me to cancel my policies and just take out new policies, i am not prepared to loose all these monies. When you call them they are saying "ALL recordings are recorded, and will be made available upon request. Now I want all my recordings and they told me "I MUST make an avadavat" in order to receive my calls, which I did, to date I did not received anything, After several e-mails and calls nothing happened from their side. This is bad service. My FNB reference number is FNB Care complaint ref no : ***.