Capitec non responsive, just takes money and keeps quiet

I took out a personal loan with Capitec last year and when the lockdown kicked in together with warnings of no or minimal pay I made the effort to get hold of Capitec. I want to claim back from the insurance on loss of income I pay for every month. I sent an email, the start of many on the 14th of April. Since then I have had little feedback or any progress on my application. I was phoned twice in total till date, the second person promised to get back to me by close of business... That is over a month ago and I'm still waiting for his call. I don't get any reply on my mails. I followed the process on the website to log a formal complaint, guess what, no reply. Now all of a sudden the debit order on my monthly deductions has changed from the 25th to the 23rd? I mail Capitec, no reply.... I phone Capitec and hold for nearly 30 minutes, no answer. What am I to do? The little s**** I have in my bank account is taken by Capitec and I have no money for food for my family. But Capitec most probably just sits and laughs there behind their emails and telephones whilst the mails and phones go unanswered.... I guess it will be the banking ombud next for me unless Capitec pulls finger with this last ditched attempt and makes things right.