Possibly the worst banking experience of my life

The COVID-19 relief plan is an absolute nightmare. Not only are my debit orders still running off and driving my account into the negative balances. I now find myself in a situation where it would appear that none of my accounts are actually being paid, the app is defunct as such I cannot download the quotation to see which debit orders were even agreed to and the banking agents only ever defer me to broken download links. Even Worse, now three months in with the extension being "offered" I am being rejected on the basis of the very same documentation I provided for the initial application. To top it all off. Before the pandemic struck and all hell broke loose I actually tried to close this account only to be denied that by the bank itself. I zeroed out the bank balance and I was told that I couldn't close the account because of invisible transactions on the account. Is somebody from this bank actually going to help or am I going to get another agent reading from a script whilst pretending to be helpful?