Retrenchment cover not paying!

I have a credit card with African Bank. Upon opening the account I was offered the retrenchment benefit and I accepted. My application was approved and African Bank confirmed that my loan installments will be covered. The installments have not been paid and my credit profile has taken a huge knock. While I was working my account was always paid on time. African bank is this how you treat your clients in their time of need? Please get someone to contact me and have this sorted out .