FNB (First National Bank) Claims department

I have a credit card with fnb. 3 years ago I was retrenched and fnb paid my credit card monthly Instalments for 6 months only. I am still unemployed 3 years later and am unable to pay. I have contacted their claims department and they said they have paid the 6 months and I am not entitled to any further help from them. I then read my credit card statement and am being charged a monthly fee "top up debt protection plan". I emailed a copy of this to the claims dept 2 weeks ago and again last week but to date have had no feedback whatsoever from them. But on a daily basis I get 4 c calls from fnb credit card division to pay my credit card. They request that I pay the arrears immediately. I have explained the situation but they said they need to call me. So now to date the claims department has ignored my emails. What's the point of paying debt protection plan if it doesn't work. What's FNB motto, HOW CAN WE HELP YOU, MORE LIKE HOW CAN WE ***** YOU?