Horrible Service

When I initially app**** for my home loan with FNB, the bank insisted that I that a credit cover policy should be taken out in order to approve my application, which I did. The policy was taken out with Liberty Life in order to ensure that my monthly bond payments stay covered and paid should I get retrenched. I was retrenched end of June 2020. I informed Liberty of the retrenchment. The credit cover payout was approved by Liberty, however they require a letter from the bank (FNB) indicating in what account the monthly payment should be made, in my personal account or directly into my home loan account. After several attempts contacting FNB and visiting an FNB branch to obtain the letter required by Liberty to date still I haven't been successful. Firstly the staff wasn't friendly or helpfully at all!! Secondly according to the FNB staff the said letter cannot be drafted and issued!! How is this possible????? Without this letter my monthly bond instalments cannot and will not be paid!!! Can someone please urgently assist in this regard!!! This is the worst service ever received!!!!