Covid fund did not cover home loan

Hello. I have a Covid relief fund from March to Sep. The fund did not pay my home loan in July,. I have reported this via the app twice now and have been told the issue has been past to the covid team. I keep getting calls each morning from fnb collections. I explain the situation each time, yet the next day I get called again. I am concerned that my credit rating will be affected. I would also like to ask about the lost ebucks and additional interest I am occurring due to this. Please can I have this corrected as soon as possible