Direct axis is a ****

I got retrenched 2020 june and i claimed for the retrenchment cover which was approved.i was never told that it will only cover for 12 months when i was claiming, the consultant just said your loan will be paid only premium i had to pay was for july which i did. now 2021 i receive an email stating that my account is in arrears, i call direct axis to find out how cause i was assured that my balance was paid off.but with the bad customer service i was transferred from one consultant to another till after a few months i had to call them again and swear on one of them and demanded to be assisted. My problem now is if the retrenchment cover paid 12 months why is the balance still the same as 2020 and i have 3 months arrears? my balance was supposed yo have gone down to show that the cover did indeed pay, and now m getting emails and calls that my account has been handed over why? i need direct axis to call me and explain why my balance is still the same, i want a statement showing how much hollard paid for the 12 months.

people need to know that this company is a **** and i will not pay anything until direct axis give me the correct statement.