fnb Smart device & fnb Insurance

I bought an ipad almost a year ago, same day on the phone i asked for insurance i was told how much the insurance was going to be and i clearly remember the amount and i said YES PLEASE PUT THE INSURANCE, Well on Monday 16 Feb i called smart device i was told '' We do see that you asked for insurance however the amount was not deducted we apologies for the inconvenient blah blah blah. After i complained this is the response:Please note that there is a pro rata on your account <br> In order to continue with your claim we need to following outstanding amounts:<br> Total : R738.53<br> Your Debit order is due to be processed at the end of this month, however if you wish to do the payment sooner to speed up the claim, please find below the banking details, in order to do the transfer. That's excluding the Excess amount. Could you kindly go to the phone call records and check if i didn't say please make sure insurance is there. FNB HOW CAN WE *** YOUR LIFE UP AND APOLOGIES FOR IT!I already know how the response will be like. Don't ever take a smart device at FNB you will be stressed!!!!!!