FNB LAW ON CALL, NOT ON CALL

I have a problem with the FNB Law on call. When I received a call from a FNB service agent more than a year ago explaining the FNB law on call to me, I agreed I want to sign up. I received my policy documentation on the 12 September 2016 (No: ********** ). A few months after that I called for assistance on a matter seeking assistance and spoke to different people. I was then informed that my matter could not be handled as it was an existing case. I then contacted them on the 10 August 2017 (***) requesting assistance with another matter at hand, I did not receive any feedback for nearly 2 weeks. I sent another e-mail on the 21 August as a follow up. I received a call from Ike indicating that my matter does not meet the requirements as it is of a commercial nature. I requested he provide it in writing to me and making reference to me disqualifying ito of my policy. Then I received another call from Ike stating my matter will now be handled by FNB. on the 30 September I received a call from Mzwande with some shocking news stating I am not registered for FNB Law and that my account has never been debited. if I need assistance I needed to pay +/- R950.00 for FNB Law to assist with my case. I requested Mzwande to transfer me to his superior who was not available at the time. I then sent a follow-up email on the 05 September. another week passed and have had no response. it is sad to see you sign up for some of these packages but you never seem to meet requirements to utilise what is really on offer. "HOW CAN WE HELP" this phrase need to be reconsidered.