What is happening at FNB credit card division

Good day all This will be my 3rd review about Fnb for the month. Last week I had an issue wrt my credit card and the top up debt insurances attached to it. I received a querynumber within hours from them ***NF.Todate I've received 5 messages and a phone call asking me when I'm paying my credit card. It took Fnb more than a week to reply to my application, they haven't asked me for any proof of my current situation instead sends me an email that my application has been declined and I mst open the attachment to see the reasons. Upon opening attachment I find that it's the application denial of a Mr Maphahlele of 133 Bokamoso Street Mamelodi East.Few hours later I receive a new complain number ***. I've tried calling them but have to wait on the line for long periods. I've been a customer for more than 25 years and I really need to know what's happening to Fnb and the reason I am paying for topup debt protection that was declined when the contracts clearly state that it would cover instalments for up to 12 months in the event of unemployment or inability to earn due to unforseen circumstances. Can someone who knows what they are doing please contact me because this is really the worst service I've ever received in my years banking with Fnb.