Poor Customer service

A very poor customers I receive in Woolworth insurance , I have been retrenched and I send all documents for retrenchment benefits , and they confirmed that my claim is approved and no debit in to my account for period of six months. Now last month the debit me and now I received massage to pay R686 while I am still not working. I called their department several times and I can get help and their collection department are busy calling me that to pay. I dont understand if both department are not communicating to each other. Again today I called a gain an the other lady told me that they have back lock and the working from home due to corana- This is not my problem and which I dont want to hear.The issue is that my account my be resolved. I am really not happy and it seems like somebody on the claims not doing their duties.