Horrific level of service - actually non existent!

I have been attempting to get FNB to stop payment of a premium for an insurance policy that was paid up on 1/7/2022. It is not a debit order despite Faranaz Sayed insisting that it is! Faranaz has never discussed this with me as everything seems to be done only by e-mail, and despite my e-mailed request to him (providing my phone number) to contact me to discuss this matter on 6th September 2022 he has not yet done so and as a result the debacle continues. FNB deducts the premium from my bank account and pays it into an Old Mutual FNB bank account. Even after lodging a complaint with their CO it seems that they either don't want to, or are unwilling, to resolve this matter. Apparently (per their staff) FNB policy is that clients may not speak directly to either a manager or executive. The only person who has understood the query and knows how to deal with the issue is "Samantha" who put me through to their card division where I spoke to Palesa who was going to speak to Samantha and revert to me - and guess what - still no phone call.