FNB Don't care about their customers

I contacted FNB Insurance dept. in April to find out what my home insurance policy all covers. Nobody could find a policy for me, so I was told they will investigate can get back to me. Fast forward to August and I am still waiting. I then made contact with FNB again they informed me the policy was Outsurance. They then put me through to Outsurance and I spoke to Maudie who advise me that the policy was cancelled on 8 June 2017, yet FNB was still deducting the money off my account as part of my homeloan payment. I then spoke to a consultant to advised me that she can see that I have been paying insurance and that she will log a compliant for me and that some will call me back with in 48 - 72 hours with regards to reimbursing me for the all the months I have been paying insurance I don't have , this was on the 13/08/2019. In the meantime can adjust my payment on my homeloan and not pay the insurance amount. Which I then did. Today I receive a call from the collections department stating that I am in arrears with my bond for the exact about I was paying insurance for, as per my statement and breakdown of my payment. I then called FNB and spoke to 12 different people and every they cut my call. My last call I requested to speak to a team leader but get what the team leader was busy as they always are. I asked that the team leader calls me back I was assured that the team leader would call me back before 5pm today. But guess what it has not happened because now according to the last agent I spoke to they have not been billing me for insurance since December 2017. So I would like to know what FNB has done with all the R228.37 they have deducted from my account which was listed as Home Insurance Premium? Because funny enough according to the agent it does not reflect on the statement that he sees but on the statement I receive from the bank it shows X for my bond repayment, X for home insurance premium and X for service fee. Now also bearing in mind that when I spoke to the agent on the 13 August she very proudly could give me the policy number for this insurance I was paying for and this is the exact policy number Outsurance informed me that policy is cancelled.

FNB has been sending me from pillar to post since April. They can't return my calls to sort of this **** but they can phone me everyday to advise that I owe them R228.37 for insurance which is now apparently part of my homeloan. But has been removed from my next homeloan amount which is due end of August. I am a bit confused. When I spoke to the last agent I informed him that I will be putting them on hellopeter as well as contacting the bank and insurance ombudsman if I do not get a call today by 5pm sorting this out. Clearly FNB does not care about their customers at all.