FNB Failing S.A during Coronavirus Crisis

Escalation request.As a long standing and loyal client of FNB,I request them to accept and approve my insurance submission on my credit card application under category of inability to earn an income.I meet all criteria listed in my policy with no bad credit history.my submission was made 11 working days ago.FNB failed to call or mail me with regards to the status of my application.i have called numerous times with each call centre agent giving mean different outcome.On my last call the agent said that they wont be accepting my case as I failed to make payment on my insurance.FNB with please explain how you failed to do a direct debit of R17 on an account that has a positive status