Truworths account balance protection

I have been retrenched and sent all documents via the store to finrite as I have account balance protection on my account. It's been a month and when calling finrite they informed me they have no documentation. I went to the store 3 times and when the lady calls finrite they say I should wait for a call from them and they have received the documents. This is bad service as I received my monthly statement and I cannot pay the installment as I'm not employed