Bad Service on Account Protection Claims

have submitted a retrenchment claim against my debt protecting policy on my StandardBank credit card at Clearwater Mall branch almost 3 weeks ago. I have not received any feedback. I called a week ago and StandardBank life could not trace a policy and was referred to Hollard which I also contacted and they could not trace a policy. They took my details and promised to get back to me, needless to say no one got back to me. I do not understand that my policy can not be traced but the payment goes off against my account each month. Is this now my responsibility to sort out?? Please can this be sorted as I haveno income and need to claim debt protection...