FNB Long response times

I took out a funeral policy on 15.11.23. The policy was taken out on a promotion whereby the first 3 months is on them and I was only supposed to start paying March 24. At the end Nov a debit order went off my account for the policy. I have called the life cover call centre with no success. I then started mailing the consultant and FNB Life and still no results. I have always thought FNB was the best bank to bank with, but it seems there life division is not very clued up in what they doing.