FNB life policy

I’ve been claiming from my FNB life policy since I have been retrenched. September month I received payment after there was a problem in August. Payment was also made to my personal loan. However a debit order also went of on the loan. I complained and received a call from FNB and was told that I will receive a refund for my debit order that went off (refrence ***NF) the complaint also involved the issue of my October payment that was not received. I was ensured that it would be resolved within 8 days. It is now 10 business days since that call and nothing has been received as yet. My November payment as well. Please assist as I’m getting behind on payments.