ABSA no response to Covid relief

In March I app**** for relief for my two bond accounts. it was granted thru SMS and email. the bond accounts were never mentioned, I received 2 SMSs,so assumed both had been granted. In July I app**** for a further 3 months relief for both bonds. Releif was given for one of them(25%)and I was told that relief for the other was never given. I was in arrears by 5 months. after emails and phoning they did offer me 50% discount for three months for the second bond. I and still trying to get 25%. it is now six weeks and I am getting nowhere. they cannot give any information on the phone and reply to my emails, saying I will get a reply withing 14 days. it is now six week and still no reply. Meanwhile they debited me with the full amount. please an you assist. thanks Irene