Pathetic Service

I was retrenched in March 2019, i have a credit card with FNB and revolving loan i called FNB to check if my credit card has insurance and the lady asked for my details so she can check on their system. She then told me that i have insurance and she'll send me a form to fill in and send back with other documents they needed which i did. I didn't hear from FNB afterwards then i decided to call them. Then i was told that I don't have insurance therefore i can't put in a claim. I explained to them that since i no longer have a job can i atleast reduce my instalments. I was told it's not possible! I find this pathetic as I don't have an income and this is going to affect my credit score in the future! If this is how you treat your loyal customers am going to cancel everything with you and find a bank that values it's customers! Am done with this Ban****!