Ignoring & failure to resolve queries

FNB has an extremely horrible customer service , I logged a query with FNB regarding the replacement/changing of life cover insurance around february 13 , 2019, till this day the query is not resolved.I have sent so many emails them, This query has been moved from one consultant to the other without getting resolved , amongst the consultant that I have been communicating with is Lebogang nyangane is has been playing games with this query , she said the platinum life cover is accepted ,sent the email with attachment that says the premium will be amended to the R ******* in the month of march 2019,whereas this was a total lie because no changes were made with my premiums regarding the life cover for the month of march 2019. Then i sent a follow up email regarding the query , asking her to ensure that FNB reimburses me for All the life cover premiuns that FNB was taking from my account , FNB was not supposed to be taking money from me for life insurance ,simply because I had an extisting life with Platinum life . Then lebogang then sent me an email saying that my request for cancellation /replacement of the life cover has been declined. so when i asked her why ? she then prentended like she has never dealt with the query. i phoned fnb and spoke to a consultant that said her name is mmakgotso(If thats true) ,as per telephone communication , I asked for the feedback regarding this query and I asked that i need the manager to send me the feedback , My emails were ignored ..... I also have another query regarding the massive cracks and pops on the house ... I have never received feedback till this day. FNB is a very useless company that does not care about customer service. i am very unhappy with FNB.