Personal loan nightmare

I recently became unemployed due to retrechment. Nedbank was notified immediately and my insurance on the personal kicked in, however it will only pay a portion of the amount. I advised nedbank countless times with each month to stop deducting as I do not have an income, the last call I was assured that they would not deduct and calculations will be done on the monthly payments they are reciev8ng from the insurance. The insurance is paying about 65% of the loan. But today I woke up to a deduction that even put my account on a minus. I DO JOT HAVE AN INCOME AS I HAVE BEEN RETRENCHED. I DO KOT INDERSTAND HOW SUCH A HUGE COOPERTAION CAN BE SO OUT OF TOUCH WITH REALITY AND HAVE SUCH *********** PEOPLE HANDLE SUCH DELICATE ISSUES. this matter was advised to now be with the claims department and they will work with the amount being paid by them BUT her we are!!!