Top up debt protect why am I paying it if it cannot help me when needed

Hi wrote a review week ago about Fnb poor customer assistance. Once again I'm forced to revert to hello Peter for assistance because of Fnb incompetence. I've made application weeks ago for my credit card and loan assistance. I've received assistance with my loan but found that my credit card has been handed over to collections. I have debt protect on my credit card have been home for almost 2 months, have made numerous applications and sent emails and even spoke to someone on secure chat to no avail yet I've been handed over to collections so what's next.