Pathetic Covid-19 Relief Response!

I have had a relatively excellent experience dealing with Direct Axis in the past, sadly these last few days have been short of a nightmare. I received an email from Direct Axis stating that I have been approved for the Covid-19 Cashflow Relief Assistance but alas when I call your agents they seem to state that nothing of the sort is even mentioned on my account. I have received a call from your agents but the lines are so poor I couldn't hear them. I then called your call centre with one agent placing me on hold for 15 minutes until I hung up and another telling me they are going to transfer me to the accounts department and there I waited some more. Please understand that I wouldn't be asking for assistance if I had funds to waste on airtime or waiting for agents to finish talking to whoever they were laughing with to now deal with me. These are difficult times for everyone and Direct Axis has been the slowest at its response times. I have had people tell me that they simply called in to other institutions and if they were found to be in good standing they were sorted out immediately. I have been emailing and calling in since the 14 April and very rarely if ever have I actually gotten through to an agent, that is appalling. Direct Axis employees if working from home needs to understand that they are one of the lucky few people who have jobs therefore they should treasure it instead of making it out to be a vacation. I would kindly sincerely ask that someone please get back to me as a matter of urgency(***). Thank you.