Do I have to beg for assistance?

I was re trenched in november 2015. I paid insurance on my account in the event of something like this happening. On multiple occasions I went into the carnival mall branch to get the forms which I need to freeze my account and every time there was a problem. I phoned the number myself and provided my email address and I was promised the forms. This was in january already. Each time i phone I am promised forms and what not. Every week the call centre phones me asking when i will pay. Every time I explain my situation they tell me they can't do anything about it and they just want to know when I will pay them. Being out of a job makes that a bit difficult. I would love to know why i payed insurance on the account but they are completely unwilling to help when I need it. They are threatening to put me on ITC and that is where i draw the line since I did my part to get the forms. This is ridiculous.