Credit Card Insurance that does not help

I had a credit card with Absa. Was paying my installments on time as I was banking with the. My contract ended and I called the bank myself and told them what happened and I was advised to send an affidavit and documents proving that I was unemployed. I did that and was also paying insurance on the credit card. Instead of receiving a call from Absa advising that they have received my documents and give me a way forward, they forwarded my account to their legal department. I was getting 10 calls a day explaining the same thing. They sold MG account to 4 different legal companies that called numerous times too. Now it's with MBD and I'm getting threats. No one from Absa has called to advise on this and I deposited money on the credit card. A week later I received an email from them that the account is with MBD. What happened to the money I deposited and what happened to the insurance?