Fnb life service very irritating

I have a joint mortgage protection plan with fnb. My partner was retrenched and i submitted a claim in August 2018. I never received feedback on the claim. Fnb life policy say, it resolve claims within 14 days. I made lots of calls and was taken from pillar to post. In october i followed up again and was told it has been approved on the 04 October and payment was made on 10 October to the homeloans. On the 1st November, homeloans debited my account. I enquired, was told Fnblife did not make any payment. I enquired with Fnblife, am told by claims that they don't see my morgage approval but only see approval of my wife revolving credit, my wife does not have revolving credit with fnb. Fnb has not been acting in good faith and has caused me financial loss. According to fais fit and proper requirements, the consultant has **** and and are not fit and proper. I need help before i escalate it to the insurance ombud.