Loss of Employment claim

I was fired at work and provided proof to Lewis . Monarch Insurance approved my Loss of Employment claim but Lewis MegaMart Tembisa is still debiting my account. Monarch Insurance sent me an sms that my Lewis account will be credited but Lewis is telling that my claim was declined and they require R400 before they take me to credit bureau. Why are they still debiting my account since November ?I want my R900 back and my account cleared