Loan enquiry

Capitec sent a relief plan for 3 months due to the covid 19 we app**** but month end they took the money and when we called the call centre at the branch the call centre agent said this is for people who are not receiving any payment i was so confused and disappointed because most people app**** for it or the call centre agent did not want to reverse the money she went on and ask me how much will i get for UIF and she said i have to pay for my loan so how will i pay while i am not working? Please help me and reverse it for me as we speak i dont have food in the house