Bad and frustrating service

I have a woolworths credit card. Iam I have been a good payer. On the 30th August 2020 I submitted my retrenchment documents at woolworths store in Greenacres Port Elizabeth. They said they are going to email my documents to the credit card insurance department. And they said I should receive a call from the department within 7days. Nobody called I then decided to call them using my airtime I called spend about R50 if not R60 airtime. The consultant said they are working from. Home but she will make a note on the system. She confirmed that yes I do have an insurance for retrenchment so they should pay my monthly installments. I have been doing follow up via email and phone calls. Last response from them was on the 6th October stating that my documents that I have sent to them the second time have been received and its sent for assessment. That was the last time. Now iam getting calls to make a payment because my credit card is overdue. Where as I have sent all documents and I have made my last on 1st September 2020.IAM VERY DISAPPOINTED WITH THE SERVICE