Cell C... Inconsiderate to plight

So l have been financially affected by COVID-19 and l reached out to Cell C for relief. After sending through documents requested, beginning of July l get told my relief has been approved. No document is sent as for the specifications of the approval or when it will start, so l call in order to get clarity and call center tells me they cannot confirm all the information as it's done from the collections department, l just need to email back so l get the information. Needless to say email after email there is no response or communication from Cell C. So l naturally assume since this was approved beginning of the month, it's effective this month... Come 31st of July, the last funds in my account get debited. I am speechless, l have 2 kids who l now don't know what to feed thanks to this. Why is it so hard to communicate. If l had known in time, l would have made provision for this.... Whats the point of approving relief when you don't really approve it. I have been loyal to cell C for 3 years, never missed a payment but once this contract ends, I am not renewing. No more recommending it to friends and family. Thank you very much.