FNB customer service rep giving false hope

Been struggling with claims after being retrenched being constantly told not good enough documents and when it once finally looked okay after 2 weeks I waited and finally called them and turns out still was not good enough and the customer support who said he was going to help me did nothing. Now I have to pay again for loans with little money I have does not seem fair. Hope FNB can sort this out for once and I am trying again to get documents out of old work but would feel less stressed if FNB remembered to contact me ahead of time if it still was not good enough.