Covid-19 Relief - Extension

We app**** for the Covid 19 relief extension at the end of July and the bank said they never received it. We app**** twice as a matter of fact. When we phoned them again one of the consultants said yes my husband qualify for the extension for another 3 months until the end of September. My husband were even at the bank twice to try and sort this out as he did not get a salary at the end of July and we are not sure if he will get one at the end of August as well. All they say at the bank is that they will look into it and will get back to us in 5 - 7 working days. Well we are now in the middle of August and we still don't have an answer from the bank. In the meantime we are in arrears of our payments and at the end of the month they going to take double installments .... so how on earth can you depend on your bank if the service suck. Another think apparently you have to do everything on the App, which is bull**** as my husband is not good with these things and don't understand how it works. It seems like the only solution is to change banks. We will appreciate it is someone from FNB can contact my husband to finalize the Covid 19 relief extension.