Credit life insurance ****, harassment, *********** and rude staff members and additional debit orders for credit life that they can't say what it is for"

When taking my loan with Directaxis (telephonically) I was told I need to take a credit life policy of R65 which will be deducted over and above my loan instalment. I have been paying this for quite a while and was temporarily laid off work due to comorbilities. After reviewing my credit life documents and reading up on their credit life policy on their website I called the call centre (9 October 2020). The agent informed me of what documentation I require in order to make a claim under this policy. Once I received the documentation I sent this through to *** as instructed by the call centre agent, on 18 October. Someone responded on 19 October by forwarding this on to the consumer assist department but still no correspondence from them, even though I had all the required documentation. I have called numerous times and they keep on telling me that they did not receive my documentation. I have thus sent it multiple times but they keep on saying they did not get it. I have been harassed by the call centre staff, sometimes receiving calls up to 4 times a day, and having to explain to different people the same issues over and over. On 11 November I spoke to an agent that told me they can't do anything and that I must speak to IUA about insurance. when I called them I spoke to Suziwe who then gave me a different email address for claiming. No one seemed to be able to know how to claim. In this week I got a call from a very obnoxious agent who informed me that they don't know where I got my info from but I cannot claim under my policy, only if I am retrenched and that I should just pay my loan. I have been struggling since 9 October to make a claim and so far, with 2 to 3 calls per day, give or take I am still unable to. No one knows what they are doing, they are arrogant, need people skills training as well as training how their products work, from the time the loan is taken to the end and every process in between. never in my life have I been so disgusted to call myself a customer of a company!!! Shame on you for preying on the poor, selling and deducting credit insurance (that you apparently know nothing about but have been deducting since the start) and threatening your customers when they want to make a claim under said policy.