Lack of service is an understatement

The service that I have received or lack there of is appalling, as a loyal customer I made contact with the accounts department (JHB) to notify them of the situation I am in of being suddenly unemployed due to the company that I worked for going into liquidation. Firstly it took them about a week to respond and their response was that I still need to pay my account, so I queried the Account Protection Plan which is supposed to cover such instances and requested them to send me the document, to date I am still waiting for my policy and every time I follow up I keep getting the same response that they have escalated the matter to the relevant department. I wonder if this relevant department will ever get back to me as I need to get the matter resolved ASAP. Oh and instead of the department sending me what I requested, I instead get an email from collections???????? Which I then decided to send them the communication history for them to see what I am waiting for and for some reason they also did not go through the mail history to understand what I am waiting for. This has been going on for over a month now and me coming from the customer service industry myself I must say Edcon needs to get their people trained up to understand CUSTOMER SERVICE..