Protection Plan Claim!!!!!

Good day, My mother has been with Jet for more than 15 years now.She recently got retrenched from work.We than tried to lay a retrenchment claim with them on her account protection plan.The service we got from Jet is really bad.We laid the complain on the 3rd of August and the only communication we got from them was to submit the forms and after that we never received any other communication from them.The only thing they do is to ask us to pay the account while we tried telling them that my Mother is no longer working and we waiting for communication from them .This is the last straw we hope they will now somehow listen to us.