Home Life cover application processed incorrectly

I app**** for a home life cover for my 2nd home loan in Nov 2024. I was sent a quote and accepted. The cover was opened, and strangely, I was being charged a lesser amount than what I was quoted. I assumed it was a pro-rata and thought it'll change in the following month, but it never did. I have also noticed that the same cover has been reduced from the initial amount to 200k (way less than my outstanding balance). I sent an inquiry in Jan., and I was told they are retrieving recordings and they will investigate. Okay, maybe that's fair, even though I had to engage multiple times for this update. My 1st home loan with FNB is settled but still open. I had MPP on this loan, but I wasn't paying anything since I always kept a credit balance. Now surprisingly, after opening the life cover on my 2nd home loan, in the same month they start charging MPP + interest on the paid-up home loan (since Nov 2024). When I inquired about this, I was told the protection charge kicked in because I owed on my account. I even had to download the same FNB statement I get on the app to send to them to prove I didn't owe anything until they started charging on the account, and they never responded.

So now I am paying for the home loan life cover that isn't even covering the full outstanding balance on my loan, plus the MPP on the paid-up home loan. At this point, I think the consultant linked the cover to the 1st home loan instead of the second. All I need is for FNB to reverse the MPP charges and interest on my 2nd loan and link the home life cover policy to the right account.