Covid relief yet normal debit order went off. Refund my money

We did apply for an covid relief. Everything was approved and accepted. A consultant phoned my husband to confirm the option and he accepted. BUT yet, The normal debit order went off but a loan account was created. How does that work. He did not get full salart amd you guys took the whole amount whochh was available even after everythimg was approved. We really need that money urgently. Please give us feedback as we can not get through to your lines or on fnb and it is really frustrating.