Covid-19 Confusion

On the 28th of July 2020 I logged a complaint on Hello Peter stating that I was being incorrectly debited by Direct Axis after receiving an extension of my Covid-19 relief cash loan, yet again this month I received a statement where my account is in arrears. This means that my account has not been sorted a month later and I will probably have another incorrect debit which is pathetic. Today I sat in the call queue for over 18 minutes to get through to Lungi in the collections department who did not even bother to listen to me instead just transfered me to this 'cash relief' department I can never seem to reach. My original loan from FNB was for R4447.77 and then revised to R7475. 66 with the start of payment to begin on the 1st September. Why does my FNB loan agreement show R4447.77 when this was revised and why is my account in arrears? I should not be in arrears when I entered into a valid agreement.

Please assist as I am simply tired of sitting in call queues reaching people who don't care.

I hope that this time I do not get some generic computer response stating that I was incorrectly debited because I fell into the debit cycle. I should not be in any cycle until September.