Credit Collections and Credit Insurance Services Flawed

I have a loan with capitec which has been in good standing and paid via debit order. I was retreched last month and submitted a credit insurance claim on the 14th of July and received a response on the 20th of July advising they were processing my claim and I should contact credit collections to arrange a payment relief. I attempted to do so via all platforms available to my disposal with NO LUCK. On the 21st of July - I logged a complaint in an attempt to resolve this before the next debit order was due .NO ACKNOWLEDGEMENT & NO RESPONSE.... On the 25th of July- I got a call from an credit collections agent advising me that my account is arrears. I referred her back to my correspondence sent to capitec and directive given by the credit insurance company. She advised me she has no access to that information and insisted I make an arrangement. I made it clear that I will make a payment but there was a directive from the insurance to request a payment relief while they process my claims. I also made it clear that I no longer get a salary on the 25th and needed the date changed to a more suitable date. She could not change the date , due to the claim in progress but assured me that the arrangement will keep the loan in a favorable position. The arranged amount was paid, I actually managed to pay the full installment when I received funds. This all happened before agreed date. My account is in good standing and I fear going through the same problem again this month. On the 5th of August , I pulled a credit report which shows a missed payment, as the customer I now take the beating for the lack of knowledge of the numerous agents I interacted with. I lodged a follow up complaint (previous complaint not responded to) on 6th of August 2020 , it was acknowledged by client care with a promise for credit collection to contact me and resolve within 24 hours. We are in 6 of now, I have not received any communication on the way forward. I respect my finances and really thought I was covered by Capitec. I'm starting to doubt the Simplicity and Transparency, everything up until now has been a roller-coaster. I humbly request that this issue be resolve as it has a negative impact on me and my future. I have a record of all communication sent, consultants I interacted with , the dates and times. I will gladly provide all information required.

Being sent from department to department with no one able to assist with accurate information to assist the customer. It all seems like we being trapped into a struggle while trying to manage our lives/finances under these stressful times.

I checked your complaints platforms and the next level is via the ombudsman, how long do I really wait for a resolution.