Credit life claim

I have a retrenchment claim which was done 03 July 2020 - it was approved and the letter stated that the proceeds was paid in full. I am still un employed and received a call from the loan department saying account in arrears (according to me it should be in advance) I check and see that no payment amount stated on the letter was made against my loan? I emailed the credit life department only to be told I must call in. I call in only to be on hold for over 20 minutes, I eventually hanged up as my airtime was almost finished. Please could someone get back to me regarding this urgently