Personal loan

Good morning Can someone tell me why does absa have action line. I app**** for payment relief for 3 months Apr, May and June but on the 3de they debited my account i called action line 2 weeks ago 7 day later with out any communication just got a email the case is closed. Then 7 days later someone phoned from collections to tell me your relief was for Apr, May and June and when i ask she just said i don't know why your account was debited end of June but i will escalate it and someone will get back to you with in 7 days so feedback take 7 days at absa and then they still don't have answer.