FNB Funeral Policy Service is frustrating

FNB Funeral Policy

I am paying the policy premiums for my father in law. Despite providing a signed letter from the policy holder, as requested by FNB, I can't obtain information to check if the premiums are paid up to date. Previously, I was able to find out the info. When I made the last call to FNB in August, I spoke to Sibongile on ***. She told me that she will query the letter as it shouldn't have been requested as only policy holder is allowed to gain info. So why did I go through the trouble of getting the signed letter from my father in law, who resides in DBN & e in Gauteng??? He is a pensioner & can't afford airtime to hold on the line until someone assists him so I have to make the call. Furthermore, he is unwell most of the time.

Can this matter be resolved ???