No help fixing their own mistakes.

So my wife and I have been clients for almost 10 years, I was retrenched in January and have been trying to make arrangements since then. We have insurance on everything but was told that we don't. I have been trying to sort this out for months to no avail. With the Covid19 I have not been able to find a job. Now it comes out that we do actually have the insurance but they have handed us over for a mistake made on their side. No help in rectifying the situation. I am disappointed an appalled with their customer service as you get sent from one department to the next but no one seems to know how to fix the situation. In one of the most difficult times for the country and its people this is the only bank I have heard of who does nothing to help their clients or find solutions for problems and mistakes on their side.