very bad communication and management

In April I requested the cash flow relief, and that was a success with an initial amount of R3833.57 but then I got the option to extend it and another R5106.07 was added to that account on the 1st of august then on the 27thof august I have been refunded 3615.59 for some reason with no payment made by the cash flow relief to the loan account and no contact since 5 august, received a message that I am in arrears but the relief never paid out, when phoning them I am tossed around from one agent to another when being transferred the line dies when I am given the number its the wrong department, then I try the secure chat with either no reply or when I do get a reply my messages keep disappearing, and the operator doesn't receive them and ends the chat.