Incompetence and cannot understand the Englis language

Once again Standard bank have ignored me for a year. I was unemployed since March last year and owe money on my credit card. I completed my forms to do a claim via the insurance on my credit card. This was approved but the insurance have not paid 1 cent on my account. Weekly I have been getting phone calls from Standard bank and I have explained the situation and have managed to borrow some money to try and assist in payment. Standard bank have handed me over to the lawyers and I have explained the situation and they said I must not worry they would make a note that this is a loss of income claim. Guess what I received an email and messages again from Standard bank threatening me for non payment. I rep**** and once again explained the situation so now let's see how *********** they are as everyone of their staff obviously dont just understand English so they are not there to assist you so as far as I am concerned they chose the insurance to cover the credit card in this situation but they choose not to. Monthly I still get charged for insurance on my credit card - who is pocketing the money?