DirectAxis - NO CUSTOMER CARE

I have a loan with DirectAxis and due to the pandemic, I have had no income for April. I have claimed for loss of income which was approved (via IUA). However, I need to know exactly how long this is covered for. I was told by a lady at DirectAxis that someone will call me that afternoon. that was a week ago. Thereafter, DirectAxis sends a sms that my claim is rejected and they will contact me to make payment arrangements !!! If my claim was approved why is the status changed to declined?!!? I have tried on numerous times to get through to the customer care line but it says the call volumes are high and call ends. NO option to leave a message or have someone call you back. I assume they are doing all this to avoid helping clients and just getting their monies. Even after sending emails as well, I get the automated response that someone will contact me. still no response. Mind you, its almost month end when our debits will need to go out. DirectAxis is very unhelpful and ********* when their clients are in a state of need and panic.