No help from Standard Bank when needed

I lost my job in August 2015, since I have loans and retrenchment insurance with Standard Bank I approached the South Gate branch to advise that I was retrenched and would like to claim against my insurance, I was assisted by a service consultant who made me complete the relevant documents an promised to submit the documents to the relevant departments, however since then I have received no feedback, now your legal department is calling me everyday, I keep advising that I have been retrenched and I have submitted the relevant documents to your South Gate branch but it seem like they do not understand English, everyday somebody else calls and I keep advising the same, can someone competent please sort this out as I cannot be repeating myself everyday