Retrenched but no help with debt protection plan

I was retrenched on 30 October. On 12 November I went to Edgars in cresta shopping center and sent in the required documents to claim on my plan. I was advised to get an affidavit dated 30 November and it was submitted at the same store who sent off the documents to the department handling this. I have not recieved any feedback, yet I always paid my account before time and I paid for the debt protection plan. I have already been sent 2 statements since I was retrenched and nobody at the store seems to know what to do. They are understaffed and rude. Why was such a plan offered to customers and we make payment each month but the service was not offered! Why am u still receiving statements. Why is this not resolved! It's very frustrating.