FNB - How can we NOT help you

Lump sum payment made on bond , However NO pro rate rebates given in insurance (Original Insurance amount R350,000 .00 Balance now R60,0000.00 . I was retrenched and can also not get an answer from FNB on why I am not covered for debt relief on retrenchment. After 2 hrs. on the phone being transferred from one dept. to another and 'cut off' several times , I decided to call to FNB Bracken City , again after another 2 hrs. and with the bank closing I left still without any answers. The service given by FNB is absolutely unacceptable.