MAY I PLEASE BE SERVICED!!!!!!

Guys!!!!!! REALLY!!!!! you cannot be serious!!! This is my second complain about a single claim, FNB employees still sitting pretty and not servicing clients properly. I get an email from people I don't know and haven't been introduced to, saying that I must pay them an excess of R850. Why am I not informed of the process??? What if I pay and this is a ****??? What about the fact that I have already bought myself a new phone because of your delays??? The curtesy of letting me know that you are replacing my phone??? Why are you not doing your jobs properly??? I'm really getting ****ed off now. You guys have my number and you called me to take this stupid insurance, but no one is calling me at claim stage. My life is too busy, I don't have time to be wasting on people that should be servicing me as their client, but instead they are playing hide and seek. If I don't get a call from FNB within the next 24 hours, I'm taking this case to the ombudsman. And please stop debiting my account. I will not stand such incompetence.