life insurance home loan claim

Over 2 months ago I called FNB informing them about the death of my husband. After holding for more than 30 minutes, I was given the email address to email all the documentation required to process the death claim by home loans department. I received the email confirming the receipt of my email and that was it. 2 weeks after I emailed again, same thing happened. 2 weeks later again I called, they told me to email again. same story again, no assistance. 6 weeks later, I emailed to all the different email addresses I was given. Attaching all the confirmation of the receipts of my emails. still nothing happened. I called again last week and I was given the email address of ********** I received out of office reply saying that I must contact ********** I did that, still to date nothing has happened. can someone please assist me because even when I go to the branches, they tell me to call the call centre .