FNB Homeloans, do they actually know how to assist a client?

I contacted the homeloans department in August 2023, enquiring as to how to reactivate my flexibond. I spoke to a very nice lady who asked me to please send the home owners insurance on the property and it will then be reactivated. Sounds very simply, but no, this has now become a nightmare. I am covered personally and by the body corporate so I have sent both policies to the HOC email and each time it has come back with an unintelligent response. One email came requesting my income and liability, as if I am applying for another bond, another with mine and my husband's full details and history, yesterday, the email that was sent after another fruitless attempt, was so horribly worded, I think the person asked me to amend my policy. I have sent this to the private banker thrice now but I am still having this issue with the Homeloans department. What kind of clowns are assisting clients in that department, it is much easier applying for a homeloan that something as simple as this. This is like trying to squeeze water from a stone. FNB, wake up and do better. This is why one changes backs, for simple reasons such as these.