Fnb law call centre

I spoke to an consultant (Ike) at the fnb law call centre yesterday morning explaining that it was urgent that I have something done on my policy before end of business yesterday afternoon being 19th June 2020 After 2 calls being cut off from their side I waited for almost 25 minutes to get my call answered. I was told by Ike that he would action what we spoke about and call me back by end of business this never happened. I have put a claim in the attorney let me know yesterday that fnb has yet to give them the go ahead to proceed I have got to go to court Monday the 22 June 2020 and it still has not been actioned. My question to Fnb is my premium is paid every month yet the service I'm receiving is terrible how can you advise always here to help when this is how your customers are being treated? Very unhappy client.