UNACCEPTABLE!!!!

My Husband got a phone through FNB about 4 years ago. He took insurance on the phone in case something happens or he looses his job. And then he did lose his job and was without a job for more than a year. He got a letter from his employee stating why he lost his job ect ect. My Husband went to the bank with all the relevant paperwork to FNB to show them he lost his job and that he can no longer pay the phone. All was settled back then till a little while ago. We got a letter from a Hammond Pole Attorney's stating that this is the last warning to start paying for the FNB phone. NEVER ONCE BEFORE did we receive so much as a phone call from FNB or hammond pole. My Husband phoned them and the man explained to my Husband that it is the FNB phone ect ect. And he even mentioned that his case has been lying on his desk from last year MARCH!!!! Almost 15 months!!!! HOW IS THIS FAIR??? Can someone please contact me urgently. Im on the brink of closing our other accounts at FNB if this is not resolved properly. We need to go in and see where it went wrong. My Husband went thourg the right steps and 4 years later we get this shocking news. Its not fair and is unacceptable. Anne Van Rooyen ***