Credit card frozen, no help or feedback after claiming retrenchment benefit

I claimed for retrenchment cover on my credit card, which was eventually approved after my constant following up and complaints. My credit card has been frozen and the statements do not show any of the retrenchment cover having been paid into my credit card account. I have complained and asked for help, but to no avail. It is so disappointing to keep receiving service like this from Nedbank. With my car finsnce retrenchment cover, Nedbank kept debiting my bank account. Really unhappy and disappointed.