poor service fnb life

Poor service from fnb b life ..it's been 3 months that they failed to respond to my emails calls regarding my retrenchment bond cover .last time I heard from them was when they asked to send a copy of my bank statement and since then never heard anything from them . Now I have been receiving calls from the fnb collections department and i have been explaining one and the samething to them that my agreement with fnb life was that they will cover my bond repayments for 12 months .my id no. Is *** , Ms S Mhlophe