Disappointing and poor Service

I got retrenched july 2018 and I had a retrenchment policy with Woolworths and I submitted all the documents that they wanted and I did not hear anything till this day after their personnel called me to say they have verified with my workplace that I was retrenched and they will be processing my papers so that my account is paid I checked with different shops and they said their still working with it then my statement stopped being emailed on Monday I went to woolworths wonder park I was then told that my account has been handed over to the lawyers yet woolworths has never called me as their customer to explain what needs to take place how the account will be settled and all I'm just disappointed with the service I received and I feel most retail shops give us products and we pay for them for months when its time for them to easy our burden they don't show I beyond livid and disappointed this was not how I pictured this type of an ending and how their stuff didn't offer any phone to say lets get clearity.