Unrelayable Bank

I took a funeral cover with FNB on the 8th October 2020, and I was assisted by Tshepiso. She told me that my cover will be debited from the 15th November 2020,abd that the bank will waive the waiting period because I have an existing funeral cover with avbob. She also said that I needed to email fnb life department proof that the cover with avbob has been cancelled. I emailed the proof to fnb life on the 9th October 2020, on my email there was documents for the funeral schedule from avbob as well as my request to cancel the debit order for avbob, because I can't pay two covers T once. My email was delivered and read, but I did not receive any response. Furthermore, I received the documents for the fnb funeral cover, and it did not state that the waiting period has been waived. I emailed the life department again and requested that the amend the documents and re email, I still have not received anything from them. I am so frustrated that I don't even have a month with FNB life and the service is already going the wrong way they should have just left me with my avbob because I never had any problems there at all. Now my account is debited twice with both the funeral covers. I tried calling in and their answering machine doesn't want to put me through to any consultant to assist correct the error, why do they even have that machine, not all queries can be solved by machines, we still need human intervention at some stage. Whatever option I choose, this machine would let me through, it refers me to the banking app which is also not reversing the debit order. What on earth are we supposed to obtain help from this bank..... I want the documents to be corrected immediately and the debit order to be reversed back into my account today. Otherwise fnb can keep their business if this is how they treat their clients. After we take on their offers we are thrown in the gungle of see to finish, like what the hell