FNB not paying out a policy

I have a FNL funeral policy on my ex husband's life that have been deducted from my FNB account. This is a policy that should he die in a car accident the value of the policy is doubled. Unfortunately this is exactly what happened on the 5th of November2022 when he died in a car accident. When I tried earlier this month to claim against this policy I was told by FNB that I have cancelled the policy by phone even though I know I have not done so and the payments have still been going off on my bank account. Last week Friday the bank said they will send me the phone recording where I have cancelled the policy but a week later I have not received this supposed recording. I now owe the money for the funeral and I believe that the bank owes me the money for the policy. I have been send from pillar to post by consultants and this afternoon tried to get LAW ON CALL to assist me, only to be told that they can not act against FNB since they are part of FNB. Which I also find totally stupid because are they not suppose to help me no matter against who?