RCS covid 19 - they are using it as an excuse for not serving customers

I send a letter in regarding Covid 19. They responded with an email with additional support documents. I decided to continue without claiming. On the 30th of May I phoned to ask why my card is blocked as i didnt claim. They said the claim is pending. Monday the 1st of June i send an email saying i do not wish to claim and unblock my card. I phoned again on Tuesday ..no answer to problem. I saw on fb an ad of RCS . Chat to agen on there. Chat to another one on Friday. Chat again yesterday. Chat again today. They keep esculating and nobody is helping me. Im quite fed up. My account is up to date. So how hard can it be to resolve??????