Loans and claims department has no knowledge of what they are!!!doing

Pathetic service from the loans and claims department, none of them know what they are doing!

I was approved for my policy to cover my loan in 2023, I made extra payments as they policy was only approved in November 2023, FNB than also back paid from September and Oct, which I had already paid, my policy has now been done and i still have credit on my loan, when I call in asking why payment has bot been paid for December from my credit im being told I owe them , when i request for the call made in November to FNB discussing this matter they cut my call, no one calls back, they rather keep transferring me to the next department!!!!