********** customer service

I have a loan with direct axis, recently I app**** for the cash flow relief because my company embarked on a no work no pay strategy, they gave me a solution which I didn't find satisfying but had no other option but to accept their option. I received some of my salary and immediately direct axis deducted their money, the loan installment not the cash flow relief installment, I tried phoning them to cancel my cash flow relief but I got put on hold for over an hour, I tried contacting them on Facebook, no answer, I tried their whastapp line, my messages get's seen but no one replies, what must be done for someone to get hold of me??? They are always super quick to give people money but when you have a query or cancellation no one wants to phone you back, their customer service is absolutely **********.