Bad service from Afhco

Im based at B421 Platinum placeI have been paying my rent on time every month and on 12 May i sent docs to apply for the relief I didn’t get a reply till i called in and spoke to a *** who asked me to forward the documents to him, i did 3 times and no reply still. I then got a letter that states the 25% discount is back and will be app**** provided april and may Rent was paid on time. According to this information i did qualify for the 25% as then my bill shows up and nothing was app****. I understand people are working from home but this is just not on. From 12 may to date and no response . What are these people doing?