Claim for Account Protection Plan

After struggling since the 2nd of June to claim for my account protection plan due to retrenchment- many emails and wasted airtime (money which I didn't have to use), the account was even handed over to an attorney, Blake & Ass.,- I was finally helped and the APP was activated. I was told it will be active for 12 months. I have unfortunately still not been able to find employment. I received a phone call from an RCS agent today telling me I need to make payment. I explained everything again. I was told I need to go into store (I asked but still don't know which store) and give them the documents again. Understandably I got audibly frustrated, I however never shouted or cursed at the agent. She put the phone down in my ear. This is extremely unprofessional. I need this to be sorted with urgently and someone from RCS (the correct department) to contact me with urgency. I have been under enormous stress from losing my job, loss of income, the pandemic, and trying to find employment. Now this has to be added again. My account was always up to date. Now that I have been put in this situation by things out of my control it is a struggle to get help, even though I paid a monthly for an APP.