Account in arrears due retrenchment Claim not being handled accordingly

I'm not happy at all with how everything is being handled.. I was retrenched last year and the required documents was sent to the head office 1st week of October already, I've did receive statements during that 2/3 months period so in December I contacted their live chat to follow up, I was advised that there's one document outstanding, woow ok, I sent that document within a minute and the guy promised to reply back as confirmation of receiving the document, he never did, so I gave it sometime to see if these people are really taking this matter into consideration, I then called again in February I was told that they are waiting on the underwriter to provide feedback, February was 5months since the matter had been escalated and the guy promised that he will call me during the course of the day of which NEVER happened... I then called again on the 29th March after receiving monthly statement the guy advised that they will look into the matter and will call me back around 15:00 as I told him to and provided him with my new number, he NEVER did.. I tried calling again this morning but was on hold for almost 10mins... Can someone please look into this matter as I CANNOT AFFORD TO HAVE A BAD CREDIT RECORD I'm still unemployed for crying out loud, 7 MONTHS ALREADY THE MATTER HASN'T BEEN RESOLVED, PLEASE SORT THIS OUT ASAP