Standard bank - no standard for service!

I have been paying for a Credit Protection Plan on my Credit Card for over 6 months. Lost my job. Sent through a claim on 6 March. Did not hear anything from Standard Bank.

I call on Wednesday 6 May, and I am told, they don't have my policy on record. They did receive my claim form, but they did nothing with it cos they could not see a policy, so just ignored it.

So I ask what have I been paying for. I still don't have an answer! Really irritated with them, after so many years of being a good customer! What's worse is I really need this service now, but they're dragging their feet on a response!

They asked me for proof that I have been paying for the service - I explained that it's on my statements and they can look surely into my records. I then send through my bank statements as they requested from the standard bank app. BUT those come with password protection. I send it - they come back with "we cannot access the statement". How are we supposed to get help when their processes are flawed?????

Customer for over 20 years. No one cares... I am really gutted that I am paying for a service that is hard to access...