Balance protection claim

on the 20th Feb 15 i submitted a claim for the balance protection plan, i was then told that the account would be settled in a week. on the March 2 i got a call from a lady called motshabi, she told me that the account would be paid on March 4. i then went to the store on that day to check if the account was settled and was told to come back on Friday 6 to check again. i paid my instalment as per usual and the account was up to date. on March 9 i went to the store again to check and was told to come back after 3 days AGAIN! On the 13th March the assistant manager advised that the account would be paid by Friday 13 and she would call once the account has been paid. she called me the next week and the account still had a balance. its the 17 April 15 today and my account is still not paid. the account is now in arrears because i was advised by the store manager not to pay the March instalment as the account would be settled, this was on April 10. he said that the legal department said i shouldnt worry about my instalment. i never expected such bad service from truworths and its insurance company. now my account is behind and if it doesnt get sorted, the ombudsman will have to be told