COVID-19 Relief Account Saga

I contacted FNB Home Loans almost two weeks ago as I noticed that the COVID-19 Relief Plan Account is still paying our Home Loan (we did not take an extension). The relief plan was approved on the 2nd of May, however, FNB paid back the instalment we paid at the end of April which they have done for many other customers at the onset of the COVID-19 Account approval. This means that the 3 month relief plan was effective from April until the end of June. I contacted the Home Loans department almost two weeks ago and they indicated at first, that there is no problem. After taking the lady through our statements she realized that in July we should have made our first payment post the COVID-19 relief plan. An escalation was then created...but still no feedback. Last week, I logged a complaint on their website and on the 14th an email was sent indicating that this matter has been escalated for investigation. Today is the 19th and still no feedback. It seems that FNB's debit order reversals were not taken into account once the COVID-19 plan was initiated which means that the end of April there was no Home Loan payment from either myself or the COVID-19 plan. I have a hunch but think this is an issue for all their customers and they currently do not have a solution. I am very disappointed as I have always had good to great service from FNB and have been with them for 20+ years. I hope this will get someone's attention and for some solution to be presented before additional costs are added to the current COVID-19 Relief account.