COVID relief disaster and no actions or replies from Direct axis

After being given covid relief for 4 months only 3 months was paid over from relevant dept but 4 was approved they then marked my account as in arrears and converted it to pay by cash instead of debit order as it has been since beginning of loan I get called they explain it was their fault I agree to split amount now due over remaining term of loan but disrupted interest as it was not my fault and having it in writing from collections dept. I am now waiting since January 2021 for them to sort this but I get charged a whopping R570 arrears interest every month. This is not acceptable no one replies I have emailed the same lady more than 2 times and still no responses. I will also be taking this to social media as this is unacceptable. No one answers phones either it’s a disgrace. This also effects my credit score negatively and this is all due to FNB loan for COVID relief and internal system issues but I must be liable for interest and mess up from their side