Service needed

Good day Account no *** I informed them that I was retrenched. I have submitted all requested documents and email was sent advising me that due to retrenchment the insurance will cover the outstanding amount. I have enquired resubmitted still to hear that I am in arrears with this account. No one is phoning me to advice what Is happening I'm just receiving SMS's saying in in arrears now i need someone to call me and advice what is happening with this account and why am i still owing.