SHOCKING SERVICE

We have had such bad service from Direct Axis. We app**** for a relief loan during lockdown last. It was approved, which means the debit order was stopped. All fine, well the debit order was never initiated again and now we are in arrears. This has given a bad credit record and this is problematic. We get told that we stopped the order at the bank, no we did not. I paid one month eft hoping that the debit order would kick, nothing. I need this matter to be resolved. We understand that we are in arrears but at this point can do nothing about it since cashflow is still a problem. If the debit order had gone off as it should have there would be no issues. Now the issue of the relief loan - the document says the debit order is for the 1st but it goes off on the 21st and we have asked numerous times that it be changed and nothing. So this month that will bounce too. What do I need to do to get a response from anyone without managers being rude when you do speak to them. The first e-mail was sent on 20 November and now in May and no satisfaction.