Unprofessionalism and lies

On the 5th of November I spoke to Shanice Vargot from Ackermans customer service regarding the retrenchment insurance benefit for the Ackermans store card account. She confirmed with me that she had received the documents via email after the review which I left on this platform. Yesterday I sent an email to customer service to confirm if the insurance has paid out since they have been quiet. To my surprise she responded that she never recieved the documents when initially she sent me an email confirming that documents were received and sent to their insurance department. I am tired of this company's unprofessionalism and maltreatment. If there's anyone who can help with this query please assist. Ackermans is causing me a headache and unnecessary stress.