Woolworths nightmare during covid 19 pandemic

I have a credit card with woolworths and I have taken out balance protection insurance, due to the covid 19 pandemic, woolworths offered assistance stating that ' if you have balance protection they enhanced the retrenchment benefit definition on your balance protection cover to include the ability to earn an income' there is no form to fill except the claim form for retrenchment which I filled, I also sent through a letter from my employer stating that I will not be earning an income due to Covid 19 when the lockdown started. My last payment was up to date as I received my last salary from my employer in March 2020. I sent all my documents that woolworths required. Woolworths then went ahead to contact my employer who had informed them that due to Covid 19 we had a salary reduction and that we had resemued work from the July 2020. I have sent numerous complaints to woolworths directly and only get the run around from them. The so called " relief claim" states that it will cover my installments for 3 months as per the lockdown period, to date they have not provided any relief and keep adding interest on my account, increasing my balance, my letter from my employer clearly stated that I would not be receiving and income for the lockdown period and did not state that I was retrenched. This is pathetic service from woolworths and all they do is tell me the matter has been referred to different departments and to date nothing has been done. I am appauled at the service from woolworths and considering I pay a separate fee for my balance protection cover would have hoped for better service, what if I was rentrenched or something else happened such as death, they would have just been adding interest because they clearly do not worry about their customers.