Its ********* to NOT honour Life Cover agreements

I took up a cover with FNB Life in 2014 in which I covered my parents. FNB insurance has been debiting the premium from my FNB account on the agreed data (30th) ever since. I went to the branch on the 10th of July to log a claim in which I was told it won't be paid because there was a FICA hold on my transactional account which was placed in December 2020. I was also that I must open a new cover which will have new premiums & that my father will have to serve another notice period of 6 months with the same institution. So, I must hold my breath that my father lives until this matter is resolved. I reached out to FNB care ***) to log my query with them last week & was told I will be sent a reference number in order for my query to be investigated, disappointing enough I'm still awaiting this reference number meaning I continue to surfer an inconvenience chasing this issue around at the time when I'm supposed mourn my mother. I summitted my FICA documents on 23 December 2020 in which certified documents where requested which I submitted on the 24th & received confirmation that all is in order in the same month on the 29th- I further went to the branch to still submit the documents. I'm not sure what this has to do with my cover as I never gave consent for anything other than debiting of the account to be done nor did I spot such in my contract hence I'm puzzled which part of FICA is so open that it can be interpreted anyhow in this way, to leave customers treated unfairly & ********* at a time of need. I don't have intentions of camping at the head office during these unprecedented times, but I will do so if I still don't get a solid response from FNB. This has truly touched on the trust I have in the brand & disappointing beyond words what I'm experiencing.