Worst customer service

FNB honestly has the worst customer service. My policy debited on the 30th, yesterday I get an update that my account is in arrears. I contacted them to check what the issue is and I was advised to email my bank statement. I did exactly that and decided to call them again when I received no feedback, no one seems to know what they’re doing and they’re telling things that don’t make sense and sending me from pillar to post. One team leader I was speaking to asked me to get a transaction history from the bank as they can’t see it from their side, I did that and now he is telling me he will call me back he needs to check? Why couldn’t he do this on the initial call?!