Appaling service from CreditLife Division at Standard Bank

I sent a followup email to the Credit Life insurance division at standard bank in July 2021 to confirm my status as unemployed, submitted an affidavit and id copy as requested. To this date i have not received a response or acknowledgement as to whether it was attend to or not. Instead i just got my credit card statement which clearly doesn't indicate that the second part of payment was paid over to my credit card. When try to contact the division one gets transferred from consultant to consultant till he runs out of airtime with no resolution in sight. It is appalling the kind of service we receive considering one has been a client of this bank for over 20 years.