FNB Home Loan Department is frustrating and provides inconsistent information about my account. Horrible service

In 2018 I called the FNB home loan department and i was told that my account was in arrears and I immediately paid the amount as was provided to me by the consultant. the consultant also gave me the bond repayment amount that I was to pay monthly and have always paid it and never missed a month. my bank statements reflect this. I was told that the arrears were there because I did not have life cover this was incorrect and I sent them proof of my life cover policy.

Every time that i call I get a different consultant and they all keep telling me different things. i am now apparently in arrears again according to one. Another has told me that not because statements reflect that I have been paying consistently. I sent an email in November and to date received no response. There is no person at the head office or anywhere that can assist and it has been a frustrating 3 months.