misleading people

Took a hospital cashback plan with fnb . and had no issues paying it till i had financial difficulty where i went to the bank to explain what was happening . and they seemed to be helping at the time..until i received an sms saying my funeral plan with lapse in 60days until i call them . with i did and also enquired about my hospital plan which they ****. .also i never got any form of communication about the hospital plan but onlyvthe funeral but they said they did .. I called and asked for a manager who promised to fix my policy and had reversed amounts overdue as i was promised they will investigate..now that i am putting in a claim i am now told different stories from different people . after i was told the claims department will assist within 5-10days.where they never called .. But when i called in i was told it had been declined . fnb has really dropped the ball on service. I am not happy and i would like this to be attended to