Pathetic service

I have a loan with wesbank cash power I was retrenched and app**** for insurance,my claim was approved.i had to email them to stop the debit from end of July. I have emailed and called since the beginning of June but they were not operating due to covid . I got through this month and no one in their claims department can assist with stopping the debit. I'm being sent from pillar to Post being told that someone will call but no one has called.all I want is to stop a ****** debit so that the insurer can continue paying and I don't get debited as well. The service I'm getting is pathetic