Appalling service

I have personal with Nedbank and I have never missed payments when I was employed. I was retrenched in October 2020 and I submitted an insurance claim in November. Its now March 2021 and I haven't received any feedback from Nedbank but they continue to debit in a account with zero funds and I have to pay the charges. I contacted the insurance department numerous times with no assistance, at some point I advised that the lady working on my account would contact me shortly after the call. Shortly turned to hours,days,weeks and months. Today I tried calling again I spoke to Viwe from the insurance department and the line was not clear, I dropped the call and recalled and I was on hold for sometime and I spoke to Nomcebo(insurance department) as she was speaking I got a notification that I have on minute remaining. I asked for a call back and she advised they don't do calls. Now how the hell should I get feedback from this green bank. I have tried to contact you guys with no assistance.