Iemas - Not a Company of their word

I have a app**** for a 3 month payment holiday in April 2020 on my vehicle finance and personal loan I was advised to submit information regarding the application which I did as I am currently the only person in my household who earns a salary due to Covid 19. Iemas informed me that the my application was approved but that I must complete a refund form as the payments was already deducted from my salary. On the 11th of April I received communication from Iemas that my refund would be processed the following day. As of today and after numerous phone calls I have not received my refund. I am depending on that money as I am a single parent with a small child but it seems as if Iemas does not take the plead for assistance seriously. It is almost time for my May salary and the Credit department will either not respond on emails or if you do get through to them say they can't give an answer to when the refund will be paid. This is heartbreaking to know how much clients matter to Iemas