Poor service

I have a personal loan with the above mentioned company. In May this year I app**** for a COVID-19 payment relief and was successful.I was given an option to extend my payment relief for further 3 months and was approved. On my side I needed to call their call centre to complete the process. To my surprise the Agent that I had spoken to did not even ask for my ID number or account number, I was only told there is no such thing as an extension. I left it like that and emailed my new banking details since I changed banks during the month of July. They did not deduct the the instalment in August and September and started deducting in October twice and November twice which was fine and it’s what I owed. An attempt was also made on my previous bank account for October and November but there were no funds there. I phone last week Because I kept on receiving phone calls and SMS’s that my account is in arrears . The Agent that helped me initially said they could see on their systems that they deducted twice for October and November but eventually did and told me that the 2nd relief was approved for 2 months even though I was told there is was no such thing when I called to complete the process in August . They then said they need to refund me but did not say for how much. I was then advised to call again on Monday to follow up on the refund. On Thursday My employer paid me 50% of my salary and their debit order took for that money and I was surprised considering that there is a refund due. Yesterday I called again to follow up. I had to tell the whole story from scratch and was told that they will consult with their team leader, promised to call back and never did. 4 hours later I called again, spoke to Mandy, had to tell the story from scratch on what happened from May. She promised to Check with the agent that I had spoken to yesterday and revert back to on what did the team leader said, did not come back. Today, I spoke to other Agent, teld the whole story from scratch and no help.all I was told was that my account is in arrears. I asked to speak to a team Leader thinking that things will speed up but no luck. On each instance I hold for about 12 minutes on average. This is ridiculous I need that money , Tonight I’m driving to KZN. This is how we get bul****. I will just change my bank account so that they can feel what I’m feeling now. I’m not paying in January and February.