Nedbank insurance

I had a Nedbank personal loan and it was for 5 years three to four years later which was last year October I got retrenched and immediately submitted my documents 3months later they are sending threatening messages about handing me to the attorneys,which clearly means that someone did not do their job because I went to Dobsonville branch and explained my situation and gave them my retrenchment documents and when I call their insurance department they say they don't have my documents or is this how Nedbank works?