Bad Service

I have a personal loan with Direct Axis of which Ive been paying by debit order and never missed a payment,It happened that during lockdown in March 2020 I was on lay-off due to lockdown and my employer could not pay salaries and had to claim UIF TERS,I did report the matter to Direct Axis and it was approved and I was on payment relief,I was then called back at work in February 2020 and that was when I was retrenched and when I notified Direct Axis of my unemployment I was told that my Insurance on my loan was cancelled and theres nothing they can do,I am unemployed at the moment and I wont be able to pay back the loan and I expect Direct Axis to solve the matter as soon as possible since all this was caused by lack of communication and correspondence from their side.