Unreliable information from FNB call centre agents

I'm very disappointed with FNB again! I have a retrechment cover for my loan. Called them and received information that I must send my documents to ***. An email was sent back with a reference number. No feedback was sent afterward. There was a number on the email for queries. I called the number to followup up on my claim only to be told that they not aware of the email address that I sent documents to and the reference number. I now have to restart my claim which apparently takes 14 days to process. I'm very disappointed that we received information from their call centre agents that is incorrect and are expected to understand that it's a mistake.