False Promises

Good Day, I am really dissapointed in how we have been treated ,this situation is now getting out of hand. I've been with this bank for over 20 years and I don't know why we are not getting answers or feedback. This issue has been going on since 14th of April when we've send our first request for Covid Relief...eventually I had to resort to Facebook to get someone to lodge and escalate our compalint. Finally on the 5th of May we get feedback that relief will be givin and that reversals on the account will be done within 48 hoours. It's now a week later. We've raised another escalation,emailed 27 times and also phoned numbers provided without anyone answering the calls. Can anyone please assist to why we are treated this way????