Unhappy customer

I am totally unhappy about their services I purchased furniture through credit at bears than in 2019 I lost my job because of xenophobia I went to the store and let them know since I had a insurance policy with them. But I didn't get any help I have submitted everything they needed but still didn't get any help last year February they came home telling me I need to pay 300 before the can claim for me and re submit the documents again but still not solved now I've been trying to call their head office but they say I haven't submitted anything.its been 3years now but still no luck