Insurance Disability on revolving credit

App**** for Disability via Capitec on 29 April Capitec ref nommer ***, all docs in and asked for updates via email and called in several time s but no one could give answers except that the docs has been received, the email was horrific, it is an email where the agent is supposed to fill in the missing info but no info was filled in and we just got the template with the spaces for info to be filled in, it is now almost 3 months, and we are non the wiser, went into the bank today to get some payment relief, but got home and the relief was not app**** - now we porbably needs to go in again and go through the relief option again, it would be appreciated if communication was more tranparent