my account has been hand over and listed on ITC

I have personal loan with nedbank from 2011, I was retrenched 2014 I have submited my document at lambton brach Bonga the consultant told the ensurance department will update me on the claim, I did not receive any call from claims after three weeks I start to receive sms that the ensurance has paid my instalment, after 6 month the insurance request bank statement to see if I am still unemployed via email which I did, after that I received a call that my account has been handed for collection and I was not notified, I went branch they said they cannot assist I have to read my contract I went today at branch coronelia called call centrer keep me on hold for 11 minutes still cannot get hold of anyone to assist, I need nedbank to remove me from itc as they have listed me and I was not notified and reverse all the interest to date I will pay debt as it was when the insurance stop paying, this loan was suppose to end now in April I need to know how much was left for me to pay from october to date may I please request commucation in writing via email as I am working in the enviroment that is very noise. If no respond from this complain I will report this case to treport to public protecto