Bad service from Ackermans

I have an Ackersmans account and I was retrenched at work my last day was on the 28th of August 2020, so I send my retrenchment documents and fill in ackermans claim form for the insurance to pay for my balance on the 18th of September. I called to confirm if they did receive my documents and they said yes and I was advised that the claim takes 21 days to be finalized but no came back to me after that 21 days and during the month of October went to one of the store in Diepkloof Square soweto and they called customer service I was promised to be called by the people who are processing the claim. Last week went again still no answer and yesterday I received statements saying that my account is overdue I need to pay it. It nice for them to deduct money from us for insurance but when is time to pay they prolong.