Bad service...

I have a loan at african bank and i pay a insurance fee every month for the last 3 years that i have the loan. Due to the coronavirus lockdown i was put on unpaid leave and therefore my salary has been cut and african back is supposed to cover my payments for up to a year as their policy states. I have called and sent numerous emails last month and this month to try and apply without any response to date. Today my installment went off and i would like it to be reversed as i need money to support my family at a time like this that we do not know when we are going back to work and write now food is at the top of my list especially because im not getting my full salary.