Terrible customer service

I bought a balance protection plan over the telephone which I paid each month, on time. I received my formal confirmation of retrenchment letter on 30 November 2020 and my last day was on 31 December. I submitted my application. After numerous phone calls and emails it was paid. A fantastic R181 x 6 months. The policy at this stage is more than R300 a month! I emailed the claim assessor to ask her how she came to this conclusion to which she just ignores me. So I called and spoke to someone else. He confirmed that the owed amount according to her was R1800. 10% of that is R181 for 6 months. I explained to him that that is impossible. I have my statements and can show him how much I owe. He said I should send it in and contact the complaints department. I said I will first try to reach out to the lady who worked on my case, although she has been ignoring me. I just want to be treated fairly. I didn't ask or ever wanted to be retrenched, but this is what happened. I always paid my credit card but I have no income now. Anyway, she still has not responded. I have had enough. This woman is heartless and has no work ethic. I asked her to please get back to me, there must be a mistake. Now, my credit card is just running up further with interest and she doesn't care. Is there someone that can assist me please? Someone who is fair and has a heart. Policy number P*** I think she may have asked the balance in July (this is when I last received a salary) That's incorrect, I was still working for the company because they promised to pay our salaries up to date. This however did not happen and I was shocked to receive a notice of possible retrenchment.....which ended in a confirmed retrenchment end of November. I have all the documents etc. I just don't know and am not given the opportunity to speak to her as she refuses to reply. Please help. Vanessa