Waiting for feed back from last month

I had a complain about capitec not helping me claim for my loan insurance, I lost income and reported provided documents of my lose of income, I was contacted by a lady called siphesihle requesting me to send my documents and sign one form he sent me last month ,I did just that till today I have not received any feedback as to what is happening.....

This is the massage I got when she was requesting the documents: Capitec Bank: Please e-mail all documents to *** ***. Regards Siphesihle

I have signed and sent back all the documents on the 28 November till now no feedback.

Can anybody assist. Even to contact Ombudsman because I have lost income and I was paying insurance for days like this and now I'm not being helped by capitec