Appalling Service FNB

I app**** for covid relief on the 17th of March 2020 as I am self employed and had no income during lock down, a process which should take 5-7 working days according to FNB. The application on the app has been on level 5 for a very long time. I have tried to contact FNB numerous times to no avail, I spoke to 8 agents on secure chat all with the same reply "we have to escalate the problem". This morning after struggling for more than two months to get a reply from anybody I spoke to an agent working from home which informed me that I have to re-apply and start the process all over as they don't know what's going on. It seems that no one knows how to resolve this issue. This is appalling service from FNB. Can FNB please attend to this matter !!!