Debtbusters giving me the run around

I've asked about a small debit order going off after I believed everything to be settled. I was informed it's for one account that never got paid finished. I explained over and over I just lost my job and I was under the impression I finished paying everything. Not once until 6 weeks of back and forth and half attempts at them contacting me dis they say that insurance police covers losing my job after I repeatedly said I got retrenched. After 6 weeks, someone said something to those lines and I'm still waiting to hear if it will be covered or not. In the meantime, it could have covered the very last debit order via insurance but they never even said that I could. No I'm still waiting to hear if insurance covers this and it's already time for the debit order and I don't have any money in the bank and after repeatedly saying I lost my job they only came back and said the creditor will give me an early settlement discount. I've been saying over and over I got retrenched and asked help but nobody is checking the insurance and I'm still waiting on the TLC department and all I get are emails saying they tried phoning me but I didn't answer. Sometimes, you can't answer because you might be driving or doing something and they have a special talent for phoning when you simply can't answer. I'm very stressed and very irritated with this predicament and the lack of help.