Refused to approve my retrenchment claim

I never thought Edgars can be ****** and so cruel until today I'm an Edgars account holder since 2001 on my account there was an account protection plan ever since I open my account but on the 23th of May 2019 I went to Edgars at Highveld Mall Witbank to submit my retrenchment letter at first they told me that I cancelled my account protection plan and that was a lie, they told me to come back the next day on the 24th of May 2019 they contacted Edcon head office about my issue they let me speak with one of the consultant she told me that my acount protection plan was cancelled on the 09 November 2008 that was also strange because I never cancelled it and I even have the latest statement that proves that the account protection plan was still deducted on my account. The other thing about Edgars they introduced the online statement viewing and ever since they introduced that option I never being able to view my statement online. All I want to know what is the account protection plan for if it won't help us when we're no longer working I submitted the letter from my Company on November 2018 that I'm not receiving any salary because our company was under business rescue they refused to take that letter at Edgars they say the only letter they recognise is the retrenchment letter only, and by then the my Employer was not yet taken the decision to retrench us they only took the decision on the 30th of April 2019 then, they gave us the retrenchment letter on the 20th of May that's when they told us that we've been retrenched. Now I've got the challenge that Edgars refuse to pay my claim since I'm no longer working and the retrenchment letter state clearly that since November 2018 there was no source of income until now and I even tried to make a payment of R1500.00 on November 2018 to show that I'm willing to pay my account but now they refused to approve my claim. So people be aware of account protection plan their just fooling us it doesn't help at all for 18 years.