Pathetic service- Approved Retrenchment Claim

I was retrenched and submitted a claim from the insurance with Capitec. I received a confirmation sms on the 26th of September 2019 stating that the loan will be settled in 60 days. Since then I received no feedback from Capitec bank. I called on various occasions to follow up when I was advised the department I need to speak to is in a meeting. I recently called again and was transfer to several different departments after which a lady advised she can see the claim was approved and then a few minutes later she says its has been declined however she can't advise why. I told that I need an explanation especially after I am the one that continuously needs to call to get any sort of information and she transferred me to the complaints department. The consultant in the complaints department took my details again and hile waiting on her system I ran out of airtime. He never bothered calling me back which is quite pathetic for a complaints department. I received an approval and expect the loan to be settled as stated in the sms. Awaiting feedback