No feedback

I have app**** for assistance in August 2017 regarding the credit life facility that I have been paying monthly for a revolving loan acc. I still have not had any feedback since the application & standard Bank has continued to debit my account causing a further financial crisis for me. I have tried to contact the department on 4 different occasions & after 30 minutes had to put the phone down due to no answer. I even into a branch & had a consultant put me through but no avail after waiting 20 minutes on the call. How is possible that we pay for extra services in case of unforseen circumstances but when we need to claim from that benefit it becomes a huge nightmare? I need feedback soonest please.