Very Disappointed at Lack of Respect

I write this out of pure frustration and disappointment. I thought FNB were different and but I feel that they have not held true to their promise of treating me, as a customer, with respect. I advised FNB that I had been retrenched and sought advice on how to manage my debt. I was advised by the Personal Loans Department that I was covered for retrenchment under a policy I had been paying for. I submitted all the required documentation on the 20th December 2019 and received an automated response confirming receipt and reference number. Then I heard nothing further. After new year I emailed again and resubmitted all my documents (making allowance for the holiday season). Still no response. I then forwarded my emails and attachments to the Personal Loans Department and advised them that I had not recieved a response from the Claims Department, they advised me by return mail that they had ALSO resubmitted my claim. It is now a month since my initial claim and still no response from the Claims Department. Are there no "real people" working in the Claims Department? Is it expecting too much for a "person" to respond to one's claim (paid for by contributions each month since inception) and provide feedback as to the progress on my claim? Is this how you treat your Customers with respect FNB?