Poor payment protect policy schedule for unemployed

I have a pay protect policy with FNB which covers me a salary for 6 months should I be retrenched. I have been receiving my payments for 4 months now this month nothing, first when I phone I get put on hold for several minutes at a time then goes straight to rate your service without even talking to an agent. Eventually get through after half an hour to be told they can see no payment schedule so this will be esculated. I depend on this money as I'm unemployed and especially now during this lockdown pandemic. I am highly disgusted with this service. I hope someone can sort this out as I am penniless and need essentials urgently.