Law on call plans with FNB

Opened a law on call plan, salesman calls me and we sort everything out and he says nothing needs to be done, the debit will go off. This was close to the end of the month and I had thought it went off. I went through my transactions and noticed nothing went off even though it says active. So I contact them and they say they need proof of residence and ID. The first agent said she doesn't know where to send these. Second agent gave me an email which was wrong. Third agent gave me an email which seemed to work. I send it through, I get a response two days later that someone from FNB will call me. A week goes by after that and with no calls, I email them again saying I've sent through the documents and asking what's going on. The next morning I wake up and they cancel my premium instead. So two months wasted because FNB lacks basic communication and I have to chase them down. I switched to scorpion today because I don't wanna be dealing with agents who don't know how to do their jobs.