Standard Bank does not value their customers .Pathetic banking Instituion

In 2017,I had taken a loan of R27000-00 ,in regards to furthering my Tertiary education .My instalments a month were R1681.99.Unfortunatley last year in November ,my company were facing closure and I had faced retrenchment.As soon as I was notified ,I had went into the Westville ,Pavillion ,Standard Bank branch , to submit relevant forms to lodge in my claim for my loan ,that I would no longer could afford to pay for .Little did I know ,that my claim was not submitted by the consultant ,when I had called in ,only to find out that my documents were tossed away in the trash and was not even acknowledged .I went into the Pinetown branch ,and explained to the consultant what had happened ,and the Pavillion branch manager was then contacted on this matter .I have been to the bank several times already since December ,recharged my phone multiple times ,but all I get from the rude call agents is that I am still liable to pay for the loan .My question is ,if there is an insurance on the loan ,what was I paying for all along if the insurance could not take effect in this situation.Prior to the loan being in arrears in January ,calls were being made continuously ,and it was emotionally and mentally too much to process ,it was harassment .Once I had started to receive my UIF ,Standard Bank felt it was their right to take out the money for the loan from my UIF ,and left me penniless every month .I have no money left once the instalment has come off .Despite making numerous calls and visitations to the bank ,that requires money ,which I do not have ,and does not seem that Standard Bank really cares about their customers or values their queries ,and concerns .I have been unemployed since November ,and each time I had received funds ,within seconds ,it would be taken away.Funds that were supposed to be used for college registration but unfortunately my account was just debited without even my concern .I do not even think my claim was acknowledge .