FNB ***** my account to avoid paying the claim

I bought my house with FNB Housing Finance in 2011 and in 2013 I got married in community of property. After that I phoned FNB to add my wife to all bond details. Every three months when I was receiving the statements they were always coming with only my name on them without my late wife’s name. I was always repeatedly phoning them for more than a year asking them to update the details and always promised that my details were updated by come the statement time, none of the updates were effected. We then ended up driving from Boksburg to Pretoria in Menlyn Place in their offices to ask them to add my wife in person. When we left there we were given the assurance that everything was updated and the proof will be the statements. Indeed in all the statements thereafter both my wife and I appeared on the statements. My wife has since passed on and on the 13th of February, 2019 I submitted a claim to FNB for the bond to be paid up since we had a Life Cover on our bond account. To my surprise that Kensani Siziba of FNB who works with deceased estates told me that my claim has been declined because my wife was never added on the life cover. I then phone FNB claims department and I was told that I must submit the statement proving that my wife was part of the bond. I then took the statement myself to their offices in downtown Johannesburg. After that I was told that yes on the statement my wife does appear, but on their system she is not appearing - but the statement is from FNB! I was then referred back to Kensani who then referred me to Bongani Mkhasibe who is the one responsible for the process of updating the details of the clients. He then promised to investigate and find out what went wrong in the process of updating our account details but he never come back to me. I phoned him several times and also sending emails and he is always telling that he has escalated the matter but to date he never come back to me. On April 3 I then again drove to their offices in Menlyn Place in Pretoria to find out what has happened. There I was helped by a lady in the name of another Kensani, and I asked her to call Kensani Siziba and Bongani Mkhasibe for me and she went for a long time but came back alone and told me that she can helped me. When I told her the matter she told me that the person helped me on the day of updating the details is no longer working for FNB. That is where we misunderstood each other and I told her to bring Kensani and Bongani otherwise I was not prepared to leave the building. After about 15 minutes finally Kensani and Bongani came and they told me that they are awaiting for the feedback from their seniors and they will come back to me on an email the same afternoon but till today nobody has yet contacted me in any form of communication. Really I am frustrated with the matter because I can see that FNB is *****ing me here. I really need help. I don’t know if their top executives like Jacques Celliers, Bonga Mdlungu, Lee Mhlongo, Marius Marias and Board executives like William Rodger, Alan Pullinger and Mary Vilakazi know about this. It is really a shame! Moeketsi Letsohla.