UNTRAINED STAFF AT CELL C

I have spent 5 hours today on the phone with cell c customer care services/insurance. I took a bill protection out on my contract. In January I went on unpaid maternity leave. I communicated this with cell c in time and I was asked to send my uif documents, ID and a copy of my contract. I sent the documents through on the 5th of February. I never received any feedback, I have followed up via email and still no response. I called yesterday and spoke to a gentleman who said my claim had not been processed because they had not received a copy of my contract, I sent this through. Today I tried calling to follow up. Suddenly, no one knows what I am talking about. I have spent 5 hours on the phone with them and almost R200 airtime hoping to speak to someone who can give me feedback on my claim. I have been transferred from one person after the other. I have spoken to approximately 20 different people in one day but I am not winning. I even tried calling the store where I signed up for the contract. They told me that they cannot help me and that I should call customer care. I am out of airtime to call anyone. I am on maternity leave with no income and I cannot afford to continue buying airtime to call them when it takes me no where. My account is now in arrears for 60 days and it is affecting my credit score. I am at my wits end and I am ready for them to blacklist me at this point. I cannot understand how they do not train their staff on the products that they offer. I give up.