personal loan account

I submitted retrenchment documents on the below mentioned date and the lady was assisting me she was in the hurry to lunch and she told me that the documents are sent to insurance. Coming the following month just went to check on another branch only to find out the documents were not sent so I was referred to ellof branch. I was told that the manager she was not around I should talk to the second in charged Sbusiso he promise to keep me posted and this matter will be escalated to the manager. Today its the 1st and still the account is not paid and they still deducting monthly installments from the little money I have to feed my two kids and brother. Please can someone make this nightmare go away? Is it too much to ask? And the action taken against the first consultant Sbusiso knows her name. A speed response will be highly appreciated.