Customer Service at Edgars is pathetic (Customer Protection plan is still not effective )

I have had absolute pathetic service from Edgars ! I have been pushed around from branch to branch many of times regarding my customer protection plan on my account, in July 2017 I had been retrenched within that month I had taken my relevant documents to edgars and handed it in I was told that they are busy but will later process my claim, a month later I receive a phonecall saying my account installment isn't paid I then go back to the gateway branch with my relevant documents (Just in case) and ask when is my claim sitting at the moment, I have a customer protection insurance on this account and they are asking me for payment ! They run through their paperwork and guess what ? No claim was submitted ! I then re-submit my documents to edgars hoping that it will now be resolved. A few months later i recieve a call from the attorneys stating my account is overdue i try explaining to them that i have a customer protection insurance and the claim is in the process of being submitted. I then call edgars and ask them whats going on, and if they can hurry up the process as it's now handed over to the attorney's, I was told that they will get to it immediately and they will contact hollard(Never got a call back) now a month later i find out that i have been blacklisted despite submitting my documents to edgars many of times ! I then proceed to the pavilion branch and spoke to a elderly lady at customer service counter hoping that this branch will be more effective only to hear that "they cannot help me because my claim was orignally done at Gateway" I then proceeded to gateway and spoke to a Manager named Rajesh who eventually got somebody to re-submit my claim the consultant once again took my documents contacted me to say that hollard has received it however I am still blacklisted ? Is this fair ? How can you blacklist a client that has done every possible thing to put through he's documents to get his balance written off ! (A Customer Protection Insurance that i pay for!) I now have a default on my name ! Which is unacceptable and which I will not tolerate at any cost !! This review is my last resort for this mess to be sorted out and my name removed from the bureau completely before my i proceed to my lawyer.