FNB consultants hang up phones instead of giving answers!!!

Hello Peter, I took out a loan with FNB in March 2019 which I had taken out insurance for the loan. I got retrenched in November 2019 and told the bank as the insurance was supposedly to cancel the loan. I sent them the documents and they agreed to cancellation. Till this day I am paying the loan. When I call FNB their call centre agents just hang up the phone on my ear when I try to get an explanation out of them. Please help