Disappointing service at African bank

Good day,

I have a loan with African bank that I have paid every single month without fail however I have recently been retrenched from work and I have also taken insurance for my loan in case of such a case of me being retrenched I have summited all my documents more than once I have even visited the bank itself an African bank has still been debating my account constantly even tho I have followed the process for the claim the service from Africa bank has been really bad.