Bad service regarding covid cash flow relief

I have now been trying to get someone to actually just help me from the 28 of June with the covid relief. Fist of all the cashflow relief just decided not the pay my credit card (which I have now been trying to rectify for more than a week as it results as me being a bad payer, and just nobody comes back to you) as per the agreement. I have also been approved for the extension on the covid relief and two agents have been trying to send me the pop up notification to accept the new quote, which i also have not received, then after that was not resolved, I was told to call the help desk and what a surprise, the agent could also not help me. There has been two complaints logged and still after receiving emails and messages that an premier agent will contact me, I have not received one phone-call. I just need assistance from someone who can actually help me and not just say "oh we need to escalate the matter, because on my side I won't be able to help" - how many times do you need to escalate a case before someone helps.