POOR customer service

Good day My name is Riaan Prinsloo. I have a Sanlam personal loan (through Direct Axis) - BKU66743B for more than 2 years, on which I never missed / made late payment a single time. Last year, during hard lock-down, somebody from Direct Axis made contact with me and informed me that I have insurance on the loan, and offered that the insurance will cover the installment for 3 months. The required information and documentation was completed. They informed me that the claim was successful and will cover the installment for the following 3 months. 5 Months ago, 10 months after this claim was suppose to be settled, I started getting sms's that the loan is in arrears, of which the last sms stated the matter is already at the legal department. Let me explain what happened in this past 5 months mentioned earlier : I started by contacting the Direct Axis contact / client care centre - I challenge anybody to phone those numbers and try to get joy. Countless times I did manage to get hold of someone where I had to explain the same story AGAIN - everytime it is a call of more than 20minutes - whereafter the consultant informes me that he / she will get somebody to come back to me - needles to say 95% of the times that does not happen. So the next week the same thing happens again and again and again. On the occasions where someone did call me back, exactly the same thing happens where they inform me that they get a automated instruction to contact me - with incorrect information - so I have to explain the same thing AGAIN - their response - they will get someone to contact me!!! They refuse to give direct contact numbers for someone on a management / supervision level (NOT A CONSULTANT) in order for me to try and resolve the matter myself. I have sent countless e-mails explaining the situation to whatever addresses I could find on Sanlam and Direct Axis's websites - still no joy! The latest feedback , today 01 July 2021, a lady from Direct Axis phoned me requiring documents for a claim application - I never submitted a claim!!! After also explaining the situation AGAIN, she informed me that was not the information given to her. She said I should speak to a lady mrs Motong at Sanlam and she transferred me to Sanlam's contact centre. After I was on hold for 17 minutes I was cut off!! Can anybody truly say that this is not RIDICULOUS!! According to me this is completely unheard of!! And in the meantime it is affecting my credit rating negatively! Could somebody from management or somebody with the correct level of authorisation PLEASE contact me to resolve this matter. Riaan Prinsloo - ***