Help? Maybe, please?

extremely disappointed with service i am receiving from FNB. going 4 months now that I have to beg to have my home loan mortgage bond protector installment added to my debit order. first they say its a bond protector policy, then its a life insurance policy then now its back to a bond protector. how many more times must I phone you guys to get this sorted out??! such a big company and you treat your clients like this. have been a customer for almost 12 years now.. wonder of the private wealthy clients get the same treatment.