Disgusting, disgraceful and shockingly bad service

My girlfriend has app**** for Covid19 payment holiday. She sent her application on the 20 April and was advised that she was pre approved and would receive documentation. she has followed up various times and is receiving conflicting messages.The last one was that the application needs to be recaptured..after being on the call for 30 minutes, was cut off when asked to speak to a manager. Is this the way that you treat your customers .. Can someone sort this out asap ?