Private client service questionable at best

I am so upset with the service of FNBLife and my Private banker Mr C. Hanekom. My private banker never cares to respond to the emails sent, what is the purpose of even paying the elevated fee when you're not getting what you paid for. I signed up for a life cover, for months they have been deducting money from my account, because they did this I assumed everything was ok only to receive an email saying my policy has been cancelled because no medical certificates have been given. So for 10 months it was fine to deduct my money without it and all of a sudden you need it. I already explained that I don't live in South Africa at the moment and I called yesterday only for them to send me from pillar to post not knowing how to assist. Not only did I have to explain my story to four different people but then to receive no possible solution was just absolutely frustrating. Even thought the slogan is How can we help you, I feel certain FNB departments have failed in answering that question effectively.