Lack of knowledge - Call Centre Agents!

It is such a sad case to discover that during the retrenchment period and with the assistance of Insurance that one should be covered, which I was not advised of by any of the contact agents who were following up on my account, and now I am subjected to pay the additional debt when there was insurance coverage for my credit card facility which I was paying for. I don't know how to explain this but I would really like to know why things weren't done with the proper and corrective procedure!