Disappointed in the customer service level.

I was on the phone for combined 40 minutes trying to get clarity on a covid agreement sent and had the phone put down on me twice. I've been retrenched, so I don't have money to continuously trying to phone. So I tried sending Facebook account to give me a phone call, I still haven't received a response. I tried the bank chat on the app, both times I had over a 1000 people ahead in line, not once did I get a notification that someone was ready to talk to me. All I want is a phone call clarifying the agreement and you guys are failing to even do that...