Retrenchment claim

I app**** for an insurance claim in November 2019 as I was retrenched and up until now they are still debiting my account. I am still unemployed and I am not receiving my uif. I was in the branch every week trying to sort out this claim up till March 2020. I was told that this claim will be completed in April 2020 but why are they still taking off money. I have sent emails and tried to call but no one can get back to me. I am already struggling as I don’t have any income but capitec just refuses to help anyone. I saw on their website that it takes 3 months for a claim to be done but that is all lies. We pay insurance cover but they just like to take peoples money and lie to their customers. I don’t know what else to do at this point because they are not helping me in anyway. No one had called me to let me know what is happening so what do they expect customers to do if they not helpful.