ensure stopped paying personal loan

i have a personal loan with Nedbank,i got retrenched 2014 September i went and submit the retrenchment letter to Lambton branch they told me the ensure will be paying the outstanding amount, to my surprise i have received the call on Monday this week notifying me that the ensure have stopped paying my account , it has been outstanding from September 2015 is 4 month overdue, i was not notified that ensure has stopped paying the loan neither from the bank or the ensure, i was told that the ensure will pay off the outstanding, i am still awaiting for a call from the bank i have requested the caller to get her managers to call me back. they have blacklisted on ITC and i was not notified.