Lack of service is an understatement

The service that I have received or lack there of is appalling, as a loyal customer I made contact with the accounts department to notify them of the situation I am in of being suddenly unemployed due to the company that I worked for going into liquidation. Firstly it took them about a week to respond and their response was that I still need to pay my account, so I queried the Account Protection Plan which is supposed to cover such instances and requested they then sent me a document that I needed to fill which I did and sent through, to date I am still waiting for feedback and every time I follow up I keep getting the same automated response. I wonder if this relevant department will ever get back to me as I need to get the matter resolved ASAP. This has been going on for over a month now and me coming from the customer service industry myself I must say MRP needs to get their people trained up to understand CUSTOMER SERVICE or better yet hire me..