FNB- How may we help you is more like how may we hurt you !!!

Well , I am a long standing customer of this bank, more than 15 years . I am totally disgusted in the appalling service I received and continue to receive even though I have complained numerous times via their chat ,email and call centre ,which has costed me so much in airtime and data because firstly you wait in a queue for more than 15 minutes ,then when you finally speak to a consultant and explain your query thoroughly ,you get told that you have come through to the wrong department and then you get transferred to hold on for another 15 minutes !!!!!But that's not even the worst ,After waiting 2 months for feedback on a claim (which apparently suppose to take 24-48 hrs) .which they rejected .I have requested the prove of my original policy documents to substantiate the rejection , BUT no one has responded to this again after numerous chats . calls and emails ,,Its been now 2 weeks ,I am waiting and in the meanwhile because I lost my job and are unable to meet my minimum payments. I have now been handed over to legal , Seems to me a bank who's motto is 'HOW MAY WE HELP YOU ' is all just **** !!!!