FNB poor service to clients

My husband lost his job due to company liquidation. He had a loan with FNB and he was also paying for an insurance on this loan as well. He went to Key West Branch in Krugersdorp to assist him with applying for insurance to assist him with the personal loan seeing that he is no longer working. No one at the branch was able to assist him as he was given a telephone to call FNB insurance and life claims at the branch which took almost 2 hours as there was no answer and finally when the first person answered he was taken from one consultant to another we then left the branch so that we can continue calling the number that they gave us. Finally after a couple of days someone answer the call and transfarred him from pillar to post. I he finally got an answer from one of the consulta who advised him which supporting documents needs to be emailed at *** and at fnbloanisurance. It has now been 2 and half months of following up and he always get an auto response that they will get back to him in 48 hors but nothing has really been communicated to him. This is really frustrating for someone who has suddenly lost their job and to be taken for pillar to post and in the meantime they are accumulating arears on this account. FNB really needs to take care of their customers as staff members at their branchers only knows how to assist with loans applications. Can someone at FNB who is really willing to assist contact him for assistance this is so annoying and frustrating. FNB can learn something from Standard Bank as when they mean 48 hours as they stick to it and provide feedback.