Inward Payment : Failure to realease funds - Standard Bank Prestige Account

We are struggling to get hold of the consultants at Inward Payments / Prestige Banking to assist with an inward payment. Getting paid in Dollars via Contract work in Africa, each month we need to approve the inward payment as confirmation that the payment is approved and are aware of it. Today is the 31st March and we cannot get hold of a Consultant at the Prestige Call Centre and they are not replying to any emails. Last month was the same thing and we ended up paying Reversal Fee's on Debit Orders due to the negligence. We are fully aware that South-Africa is on lock down, but what should we do to get the funds released? Tomorrow is the 1st April and once again we will have reversal fees on our account due to insufficient funds.