Poor service

Hi, my name is Zanele, I took a loan with African Bank and after some months I got retrenched at work, I went to their office in Atteridgeville to make arrangements due to my retrenchment and asked if policy won’t cover and the agent said no. I made arrangements though im unemployed I make a means that I pay my account though unemployed. I was called by an agent regarding my arrears and I told her of my retrenchment, she said that I should have claimed from the policy that I was paying on my monthly installment but I cannot claim for that as it more than a year. I now struggle with getting a job bcs of the account in arrears, and cannot even afford to pay the arrears amount and was not helped properly when I made arrangements due to my retrenchment, financial institutions check credit score and the account in arrears gives bad record under my name.