Absa Relief payment money disaster

I have a personal loan with Absa and I asked for a payment relief during the first 3 months as 2 of my family members lost their jobs. They granted it but continued to take the money every month, then repaying it, then takeling double the amount etc. I submitted a complaint to the complaints departed and my got a case number C***0. So they said it was all sorted and everything will go back to normal. Until I woke up this morning and they did it again, took the 3 months parement I took relief from as wel as this months payment. I have called them around the clock for the last 5 months. Waiting on the phone for 20 minutes just to talk to someone and then nothing happens. I don’t know what to do anymore.