Account protection plan a *******

To cut the story short I have submitted the retrenchment documents to the store to be able to pay off my debts since I was paying the account protection plan with hollard via jet to pay off my account incase of retrenchment or death. I initially submitted the forms in December and I was told to submit the affidavit that I am still unemployed on the 30th December. I did submit the affidavit as requested first week of January . Now I am been told hollard paid only half of the balance but still does not show on their system and apparently I am required to pay the remaining balance. How so because when no one explains the APP plan to the client to advise until how much will hollard pay. These is a *******, I am currently retrenched and I was paying the account protection plan and I am still required to pay off the account. Please sort out this mess. It is full 2 months now and not sure what is happening with the account.