FNB life retrenchment claim dispute for over a year

I have been struggling for over a year with fnb about a loan that I have when them. I was retrenched from the company I was working for based in Hong Kong in June of 2020 that was during the peak of Covid there. I have made several attempts to try and claim for retrenchment on the policy on that loan. Once I email fnb life in regards to this they require documentation and because I was working for a company not based in South Africa there is documentation I cant supply. This process gets completed via the FNB app. When submitting documentation that I do have and I left a comment on all attempts for an agent to call me as there is documentation that I dont have as I consider my situation to be a little more unique, they have not called me once. I have made several attempts to call FNB life about this and have been told on two occasions that there is a call back notification for an agent to get in touch with me but has never materialized. My account has been handed over to legal and now they are breathing down my neck. FNB has made no attempt to reach out to me on my attempts on applying for a retrenchment claim and every call they have made to me about the account paying the account and I have explained this situation to each person from FNB that has called me but still no action taken. Quick to give out a loan but make it impossible for you to get the services you need.