Nedbank prescribed debt frustrations

I recently had a frustrating experience with Nedbank regarding a personal loan I took out back in 2016. My husband and I went into debt review after experiencing financial difficulties, and I made the required monthly payments as per our court order. However, during the Covid-19 pandemic, my salary was reduced, and I informed the bank about the situation.

After the lockdowns, I went to the bank to see if the insurance I had on the loan could help settle the amount. To my surprise, I learned that the insurance had been cancelled when I entered debt review, and neither my debt counselor nor I were ever informed. This left me unable to meet my loan obligations, so I stopped making payments in 2020.

Fast forward to now, I found out that this loan has prescribed, and both my debt counselor and I requested letters of prescription from the bank. However, getting that letter has been a struggle. I was told there was a summons issued, which means the debt supposedly hasn’t prescribed. I’ve repeatedly asked for documentation from the consultant, but I still haven’t received anything. It’s been incredibly frustrating trying to resolve this matter, and I feel stuck with no clear way forward.