Loan insurance

My mom submitted a retrenchment claim form at Nedbank Rustenburg in July for her personal loan , the consultant who was assisting her said she will receive a call with the outcome. My mom went back to the branch she was told she needs to call the toll free number she was transferred numerous times with no luck she was never routed to the insurance department. Till today no one got back to her regarding the claim, the loan keeps on attempting to debit which is creating charges on her account. Where exactly must she get the help from????