Claim approved but still they charge my account and try to deduct a loan within Absa

I submitted a credit life claim due to retrenchments and the claim was approved and accepted however i keep on getting messages that the loan was not paid and then there is still interest charged to the account. Why is there being deducted if they are well aware that i am retrenched. Who will be liable for these interest of non payments of their own loans if my claim was approved