COVID19 Relief??? What relief? More stress added!!!

I app**** for a payment holiday on 31st March. To date, I have had no communication from Standard Bank. I have called in on 20th April, 29th April, 7th May and today 14th May. On every single call prior to today, I have been told my application has been approved and that I must wait for documents. Subsequently, the debit order went off of 25th April. I was told it would take 7-10 working days for a refund. No refund to date. Spoke to Thuli & Taryn today who said that she has resubmitted my request and the call centre cant assist with any further information. Tried to call the complaints department but you can't speak to anyone, have to email and one cant distinguish the email address properly from the recording. I'm shocked, disappointed, disgusted by your service. Can someone please assist me!!!!!!!!!!!!!!