Poor service delivery from Capitec bank

I've had a loan with capitec bank and paid for insurance on that loan. Unfortunately I was retrenched due to staff reduction. Capitec went on and still deducted 2months installments. As soon as found out about retrenchment I informed capitec and the clauses in the contract states that I qualify for the amount to be written off, Capitec and ombudsman have been quiet ever since I've sent documents and completed forms and send it off to them. The irony of it all is that the deducted amount includes the insurance premium which they've deducted since I got retrenced. Capitec are discriminating against people like me who gets retrenced. And not investigating on reasons the retrenchment of the company took place. I am disappointed and unsatisfied with the manner in which capitec handles these situations although you've put measures in place for unforseen circumstances.