Netbank is useless

Good day

I was retrenched about 5 months ago and I send trew all my documents a couple of time for a claim against my loan I have with Netbank and up until now I have not received any feedback.

Everything month they are trying to deduct the amount and Netbank is busy to push my acount in to the minus as I have no income.

So I would like to know way do I pay insurance on my loan if they are not willing to assist you