Nedbank does not care

I recently got retrenched due to Covid. I have a personal loan with nedbank luckily i have retrenchment insurance on it, i submitted all of my documents through over a month ago they still have not finallised the claim now my loan is in arrears. Upon calling the contact center the first customer services agent was the worst she told me they have a backlog due to COVID and did not care at all how i felt. She did not empathize nor did she care that i was unhappy, when i asked for her superior she transfered me to another agent without solving the problem (she did not take ownership nor did she care) i am so dissappointed by the service i received.