Payment relief not honored

I received an SMS confirming if I would like to get a payment relief on my vehicle finance and after receiving the news from my employer that I will be short paid, I opted in for the payment relief. This was done via SMS and telephone call on the 14 April 2020. I then received an SMS confirming this was done, however, the installment was still debited. I tried contacting ABSA since the debit order went through on the 22nd of April. My first call was on 23rd and spoke to several consultants. The service received from Charlotte Dibetso in the collections department was appalling. I have never in my life spoken to a service consultant that was so rude and abrupt and not fit for a service position. I called back several times and had been told that the manager (Lorraine Mpela) cannot come to the phone due to social distancing nor can the call be transferred and that she will call me back - in a call centre I find it hard to believe that calls cannot be transferred. She did not call me back and after calling several times to speak to her I was eventually transferred to Loraine. Loraine Mpela informed me that since I did opt-in for the payment relief and received a confirmation SMS she will allocate a refund for me and this will not affect my account negatively. She advised that she cannot understand why the consultants did not assist me with providing me with the information and process a refund as this is part of their duty. She, however, mentioned that she will process a refund and investigate on the service received from Charlotte. She advised that I should receive my refund by the end of the 23rd which I have not yet received. To date I have been trying to speak to Lorraine with no success. Today I called again and spent more than an hour trying to get hold of Lorraine, I spoke to a consultant Khosi Mogalane who then said it would affect my credit score if the refund is done as this would put the account in arrears as this payment relief request was not done on my account at all. Lorraine **** to me saying that this can and would be done. Lorraine has not contacted me to date. As a team leader if you give such pathetic service with lies and false promises, how do you run your team? I need Lorraine to sort this out asap or even get Lorraine's manager to contact me. What does it take for me to receive proper service from ABSA? this is absolutely pathetic that ABSA would offer promises and not honor it.