FNB LIFE TOP UP DEBT PROTECTION ON CREDIT CARD NOT HONOURED

In 2016 FNB phoned me to take out TOP UP DEBT PROTECTION for my FNB credit card which I did and a premium of R52 was taken off my credit card monthly. I have tried to claim against this policy TOP UP DEBT PROTECTION for retrenchment after my AUTOMATIC DEBT PROTECTION (also was paying a premium) WAS paid for 6 months after I was retrenched in November 2019. The payments stopped in April 2020. I then sent a afidavit in June 2020 to FNB Credit Life to say I was still unemployed and I wanted another 6 months paid from my TOP UP DEBT PROTECTION policy. We are now in September and my credit card is in arrears and in fact has been handed over to Attorneys. Every month since June I have phoned FNB Credit Life and they are always escalating to a Accessor and it is still not paid!! I phoned the policy department today to get a policy number and they said there isnt one as this is a old system...the FNB Life CLAIMS department keep telling me they have paid 6 months..YES...that was the AUTOMATIC Debt Protection for 6 months for retrenchment..I want FNB Life to honour the TOP UP DEBT PROTECTION for another 6 months for retrenchment....some call centre agents understand what I am saying and others do not...the incompetence is mind boggling whilst I have been handed over. I have spent hundreds of hours on the phone to both FNB card division and FNB Life and absolutely nothing or no one can assist me to get this claim paid - I am at the end of my tether. FNB Claims department cannot see that I have a TOP UP POLICY on the system, yet the actual Policy Dept can see this, FNB Credit card do not communicate with FNB Life so there is no way of resolving this issue and I feel desperate. As per the reference given (one of so many) but this is the latest... I got a call once again from a call centre agent who had no clue what I was talking about...I asked to speak to a Manager and all she did was frustrate me even further by asking me to repeat to the whole sorry saga again...no Manager has called me even though I requested one does.