RETRENCHMENT CLAIM DECLINED

I had an Edgars account since 2008 and I have been nothing but a loyal customer.In November 2019 was retrenched at work.I went to Edgars Adderly Street, Cpt in February 2020, to submit a retrenchment claim,I was given list of docs that I needed to submit.After some days I was told via telecom, that I had an outstanding Retrenchment Document eventhough submitted all docs as per Edgars claim forms.

I went back to the store resubmitted all the necessary docs again.Next thing I was getting a lot of call from Edgars telling me to pay the account, not even mentioning the claim. With every call I received I explained that i have been retrenched, and submitted a claim. When I ask about the insurance claim they didnt give me feedback. I emailed my retrenchment docs to various email addresses that I got from the collections agents trying to make payment arrangements with me. Hollard eventually sent me a letter stating that the claim will not be processed due to voluntary separation, which was not the case between n myself and previous employer. As per my UI19 FORM, it clearly states retrenchment. I have now been handed over to their attorneys Blakes, demanding payment. I am so dissapointed with Edgars for failing to deliver the good service at time of need, will tarnishing my credit record that was spotless before this. I would like to get feedback, I am not willing to pay this account as I am still not working, it wasn't my fault that I was retrenched,and I have an account protection plan that covers RETRENCHMENT.