Unempatheic bad service

I'm very disappointed with the poor service I've been receiving from Nedbank after I've been sending through all information required regarding my insurance claims. I've followed up with emails and when i called last year i was advised about a backlog they've had due to covid. When I've given them time to get back to me, someone will call requesting documents that have already been sent numerous times. Earlier in January i received a call from Masego whom i explained my case and expressed my grievance. She then requested I send her everything again and she would send through to insurance and cc me. She then required I send a ID copy and fill out the retrenchment forms, which I did. Nedbank is not courteous enough to respond to emails even after you follow up as too what the issue is? I'm getting numerous smses with different follow ups 1) we have received your documentation for your claim request etc. 2)Notice of legal where my non payments have been escalated. My question is why would I be with legal when I have advised Nedbank that I've been retrenched end of August, where is the empathy? I didn't miss payments up until last year when my company stated a 40% salary deduction which I also communicated to Nedbank and sent the company comms through. Even then it took forever to sort out though I was still will to pay the other loan. Now that I'm unemployed I dont see the insurance I kept paying as part of my instalments cant benefit me as I'm unemployed. I'm really disappointed in how I've been treated and the turn of events where one is just treated as a number.