FNB short term can upper management intervene

Another sleepless night due to the way FNB short term insurance consultant A .. as well as P.... From the complaints department are handling and assisting in getting this nightmare ive experienced over. My first review I wrote regarding my computer box as well as my front light of my bmw that got ****** while they *investigated* my claim as my car was in a accident, which the claim was also declined due to the investigation they have done + which up till today I haven't received any proof that my son skipped the stop according to them, Just keep in mind my car was towed away without my permission as I am the policy holder, I was refused access to my own car which is registered in my name fully paid, for months during the investigation which I even had to still pay insurance for and then one of the most expensive assets of my car got ****** while it's in FNB, care. I received a call from P....... Complaints department who even confirmed that the front head lamp and the computer box will be reimbursed by FNB and Auction Nation which is a company FNB have an agreement with not myself. Then all of sudden I have to deal with the consultant A. .. from short term insurance who in the first place laughed at my situation which the complaints department advise me she was handling the situation professionally 100%, as they apparently listen to the recordings and couldn't find any disrespectful attitude from her side, now tell me why cant I get such recordings so that I can proof thats also a lie, why after the complaints officer P .... Confirmed that both items will be paid out the head lamp by FNB themselves and the computer box by Auction Nation, why must I submit invoices, quotations, proof of payments. I already send them a quote, after the quote they requested a invoice, the minute ive send them the invoice they all of a sudden wants a proof of payment. My problem with this is, so many documents and statements and requests has been made from FNB even told me they wanted my bankstatements to see if I bought liquor the morning of the accident, how ridiculous and insulting is that, why can't they submit my request as well, the invoice was R55000 which is a huge amount of money, so I've arranged with Ross to do a down payments which he agreed to, From December until Feb cash payments has been made, as I sold my tv, to cash crusaders as I needed the car to get in running condition soonest as I depend on a car for my work, the I've sold my one phone on market place Facebook which the add is even still on as proof, I received cash for that's then we had a garage sale in January which I made just over R4000 cash. And then my mother have helped me by paying R35000 which myself and her have an agreement that I pay her back monthly. So the only proof of payment I have for the computer box and lights is the R35000 that was transfer the 28th of February to Ross, the rest was paid in cash each time we sold something just to get the car fixed. FNB even contacted Ross to confirmed if the invoice was fully paid and he confirmed yes. Now again they don't want to reimburse me until I have proof of payment for the R55000, again I have to go through emotional and financial strains due to not even my own doings but FNB negligence as the stuff got ****** while my car was in FNB care for months. Why are they doing this to people, I am a single mom who struggles to makes end meets, this is emotional exhausting, my health my work my children my mental health my financial situation everything is going downwards due to empty promises and negligence of FNB, is it because I'm just a number and FNB is a well known company, my stuff got ****** by your company FNB, not by myself, I can be a number but if each number have to withdrawn from FNB you will also just be another number. Treat people with dignity and understanding, iall of us don't have R55000 lying around, if you sell electronics online mostly it's a cash deal, please do your investigation on that as well maybe just maybe you all will understand then. Can higher management please intervene and get this sorted I honestly want to end this chapter but conveniently everything must be 100% the way the consultants wants it and sometimes its impossible, but when I requested months ago recordings, proof of the investigation how it was concluded as well as proof that my son skip the stop and also video footage of where my car stood for months and my property got ****** as I know they have cameras all over, but up till today nothing has been submitted, nothing. Can someone in upper level please just assist me to get this chapter done and sorted.