Poor customer service

When signing up with debtbusters I activated insurance which I believe covers you when you are retrenched. I was retrenched earlier in the year due to covid. I immediately sent them my retrenchment notice together with contact information on the next steps forward. 3 months later I recieved my 1st communication regarding my query. I was advised that in 3 to 5 business days they will contact me to advise me on what the next steps are as I am unemployed and cannot find employment. This was almost 2 months ago. I keep on sending mails hoping for a response. This is definitely not how a client should be treated. All I ask is a simple mail or phone call advising me that someone recieved and reviewed my mails and where do I go from here regarding my accounts.