FNB communication / payments on insurance claims plus not good

Why is it that FNB don't communicate with each of their departments, you get one thing solved just to find out the loss in communication through the different departments.

Every month for the past 9 months, I must complain, take all my airtime to phone around, to make their faults right. FNB, please for once and all, please reverse all the R110 debit order penalties from my cheque account! You are getting paid by FNB life Claims/insurance, why still debit my account? I don't work anymore due to retrenchment plus Illness, I suffer double. Plus I claimed on the Hospital cashback as I had spinal surgery recently, it was declined, try to phone but it only uses up all of my airtime. I ask several times if the Health cash premier can be deducted from another FNB account other than my cheque account, you told me yes I can do it through the savings account, I transfer R500 into the savings account and made a new debit order with one-off your consultants, just to find out that the premies did not go through, if you penalties me for your staff incompetence, must I pay the price? I frequently ask for you to keep me posted via email, I am just left in the dark via the insurance claims for retrenchement and illness...can we please get ALL my enquiries sorted for once and for all... Was always a loyal client but the communication lack.