Capitec Bank insurance not paying as agreed

Capitec Bank this is the second time I am writing here,the first time I wrote they communicated and said the matter is resolved.To my shock this morning I found that my credit card is still not paid,since May.I am unemployed and have credit insurance which is going to run for 19 months but within a year they started with stories.I emailed them this morning and received no response.Why do I have to suffer while I have been paying insurance??? Resolve this as soon as possible