No customer service

Good day, I called CCS 19/02/2016 08:30 am to advise that I have been retrenched 05/02/2016 and that I have escalated the assessment claim form to my employer via email I have tried to call and sms them but there is no feedback, I wanted to know what I can do since I only have the retrenchment letter my ID and payslip, I was advised that there is nothing that can be done if I do not have the 6 documents required and that I need to call collections for arrangements, I was retrenched, the call was extremely cold, to an extend I didn't even get a chance to present my case, it was just business, like the agent wanted to get done with the call,there is no empathy, people that work with retrenchment claims should remember they deal with actual people and not just numbers, no one wants a bad credit record or a loan that is in arrears, we did not asked for the situation but it happened, this isn't the only financial institution that I have asked for assistance however it is the only one that has not been able to assist this far and it is extremely disappointing, everyone advertises the retrenchment benefits with a smile but once you are retrenched there is empathy, no assistance