Account protection partner plan not being updated on Edcon's side

Partner protection plan - Delay

I app**** for the partner protection plan claim with Jet Stores Greenacres as my husband was retrenched. After almost 2 weeks of getting no feedback I phoned Hollard who was very helpful and they told me they have received nothing from Jet yet. I phoned Jet Greenacres who said they will submit again. On the 1st of November 2017 I got a call from Ntsako from Hollard saying my claim was approved and Hollard will settle account within 48 hours. I phoned them again and they said everything was finalized and sent through to Jet by the 9th of November 2017, yet I am still receiving phone calls, sms's, email saying I am In arrears and it will impact my credit record. I once again phoned Hollard Who assured me once more that they paid the claim and Jet/ Edcon should update on their side. When I punch in my account/ ID number it says I only have small balance, which I assume is interest an account fees and payment due is 0. Somewhere along the line someone is not doing there job properly.