unacceptable poor service

I apply for Covid 19 cash flow relief as I was negatively impacted and loss my job temporary, They advise me due to the fact that I have a life policy they can assist me with my credit card and overdraft as I have debt protection on them. I submit my claim on the 07 April 2020 and they was evaluating my claim, on the 22 of April they request supporting documentation from my employer that I did submit they advise now that my claim is not valid as I qualified not for loss of income due to the fact that I had my credit card since 2017 and not in 2018 as the debt protection for loss of income only kick -in in 2018 which is unacceptable why did they deduct debt protection but now it is not valid and why did they not informed me when i first submit my claim now that my credit card payment is due they advise me my debt protection does not cover me in the event of the loss income and the only money that I am going to received is the R350 grant it is unacceptable and what is the purpose of having a fnb life cover???????