SMS confirming Nedbank doesnt listen to their customers

Today I received a sms to advise me that my retrenchment, death and disability policy on my loan was cancelled due to the fact that I am behind on payments. This is absolutely ridiculous, I was retrenched in December 2016, my last day was the 18th December 2016. Since the beginning of 2017 evey month I got calls to increase my loan or give me better options, each call I tell the person sorry I am not interested I was retrenched so dont want further debt, but it seems that Nedbank staff have the inability to listen and hear what clients are saying. In June, I was late for a payment after using my pension fund to make payments and told the agent that I was retrenched, he told me "oh sorry to hear that, but you have only 90 days to inform Nedbank", I advised him that I had told every person who phoned me, yet not once did anyone take notice, well that was the end of that conversation, now it is November, I have now eventually got someone to take note I was retrenched and put it on my profile, yet I get charged a massive interest amount due to "late payment" monthly instead of my policy actually being used, and my premium was paid fully up until July 2017 but no one has bothered to say, "dear customer, you tell us you are retrenched why did you not use your retrenchment benefit on your policy". I guess the reason for that is because Nedbank does not give a hoot about their customers, only want to harass them daily.