Disappointing service delivery

My name is Jacky, and my Woolworths account number is ***18 0393. In July 2020, I notified Woolworths that there was a possibility that I would be retrenched at my workplace, I used to be employed by South African Airways. In September after I was retrenched in August, I went to one of their branches to enquire about the documents that were needed to apply for retrenchment insurance claim. On the same day I submitted my claim, and I was informed that I would receive a call within 48hours, that never happened. Two weeks later, I went to another branch to enquire about the same claim and to my disappointment, I was informed that it was not yet processed, however, the person I spoke to assisted with the application. I still had to go back to one of their branches to call their offices for someone to explained how everything worked. I never heard anything from Woolworths until I called, and I was informed that my application was successful, they explained what would happen and how they would pay. To my dismay, they still have not paid. Three weeks ago, I went to another branch to enquire about the same thing, they took my details, and I was told I will receive a call within 48 hours and that never happened. Only about a week later someone called, and I still had to give the above explanation. That person said they will investigate and revert to me as soon as possible, as I type this I am still waiting. My main frustration is that, since they are not paying as promised, the account’s balance is going up and accumulating arrears, also the interest is going up in the process. What was the reason for me to pay an insurance, that won’s deliver when it is supposed to deliver especially since it is my name that is being dented on the credit bureau? The worse thing is that they do not even bother to communicate. I would like to know if they will really be paying or not so that I know where I stand with regards to this account. Its not fair what Woolworths is doing considering that I informed them about my situation well ahead of time. I am not asking that they cancel my debt, I need to know when is the insurance claim going to kick in? Who will be paying for the interest that the account is accumulating whilst I await them to pay this account for the first 6months whilst I am not employed?