CAPITEC BANK

I have been at an ongoing matter for 3 months now with capitec Bank.. Due to corona virus my employers business was highly affected (preschool) we have extreme loss of income and only received uif for 3 months from April till June.. I contacted Capitec in connection with my loan that I was unable to pay they gave me a 3 month holiday break which after that I was still unable to pay being it still lockdown and company still closed.. I went to Capitec and explained my situation applying for insurance cover which i have on my loan i submitted all the nessasary documents and got told I will be contacted within 7 working days.. 7 working days passed and heard nothing once again go in to the bank self to follow up a consultant helped me and phoned the insurance department followed up and said that i need a letter from employer to state loss of income which i got and resubmitted the nessasary documents.. I then received a letter to state that less than half my installments will be paid for the 3 month holiday break i then went back to the bank with my insurance policy contacted and to show them that it states loss of income/retrenchment insurance pays up to 12 months the manager of the bank said that she will follow up herself to complaints department as she is unsure why the insurance department hasn't given any feedback she would submit a email and feedback will be given in 2 days... 4 days passed I got a phone call from manager asking if complaints department has contacted me which they haven't she again stated she will follow up and give feedback in two days another week passed and no feedback once again i went back to the bank and all they were able to do is check on their system being frustrated now as my account is in arrears and having calls and letters from the bank to say in arrears and my name will listed as a bad payer.. Manager not being available i left my name and number to give me a call she called and once again said she would follow up the same day... My frustration is i have been paying insurance for over two years for cases like this then I have to go through 3 months of up and down to bank hearing no feedback...