No answer recieved

I put a dispute on Hello Peter on the 21st September 2015 about my daughters Ipad that was ******. i was convinced that I had paid insurance on it. I got a reply from FNB on the 28th September 2015 saying that at the time of the claim, my insurance had lapsed. With an attachment of my statement to show that my debit had bounced. I queried asking why no one had let me know because i would have gone in to pay the device, however, till today again,..... no response from FNB.... And as i see the statement, there looks like there were fees available in the bank at the time!! Please respond FNB!!!