Bad service delivery

I requested a transaction be reversed on my account on the 26th of April 2020 and until today I am having trouble getting this done. To add to that as I'm sure most people app**** for the covid19 assist with them. Once that was done I checked the status of the application and it said documents received and I would be contacted within 48hrs. What a joke as up to today the application is still showing the same response. I do understand that there must be large amounts of applicants and there will be a delay, but why get peoples hopes up and say 48hrs. I have been on their chat app every few days trying to resolve these issues and am getting the run around. Today they couldn't even confirm if the reversal had been put through and are now telling me it will take 9 / 14 days to be reversed. This means they did not do it in the first place as far as i can see. I am frustrated and disappointed in them in the service level from such a well known corporation. Initially I was told it will take 3 days to be reversed. They seem to be playing with people's livelihood.