FNB credit card insurance relief

Since April I have been back and forth with my Private banker and the credit card life insurance to sort out insurance relief on my credit card with no success. I was told that I do not have such insurance included in my policy as per our telephone recording which they have retrieved and listened to. That I would have paid R4 more per month should I had the insurance included on my credit card. My question to the CEO is why was this not offered to me at the time and during the call. Whose negligence is this. Being a loyal customer to FNB, for over 25 years, I am very disappointed that it seems that they do not care or value their client's needs. I wrote directly over a week ago to the CEO and thus far had no respond or acknowledgement from him. It seems that the problems stems from the top down. FNB is a good bank, make it a greater bank. Thank you and I am still looking forward to hear back from the CEO, Mr Celliers.