Bad credit practises on unsecured loans

My wife took a revolving loan in 2018, and made all her payments. In 2019 she was retrenched and has tried to claim for the debt policy which she was told comes with FNB unsecured loans as per the Credit Act. Till today she is still being harassed by debt collectors, though we indicated we are still waiting for FNB to indicate if the loan was debt protected as per the act. We have spent money calling their credit departments but no assistance.