Poor service received from Celiwe and Cecilia

I called debt care department for a payment holiday spoke to celiwe who gave a the worst poorest unprofessional service insuch a way that I ended up speaking to her supervisor Cecilia who promised to sort my problem before end of last week till today I have not yet received my 3months payment holiday for my revolving and home loan and I got debited on the loan that my payment holiday was approved then Cecilia promised me refund till today no refund made in my account and both my home loan and revolving have not been activated for a payment holiday due to covid19..please help me to get the positive feedback before end of business day Wednesday 6May2020..I am expecting to see my payment holiday approval letters for both my revolving loan and Homeloan.i want to see the full refund back into my bank account and I am also experiencing to get an apology letter for the inconvenience cost by Celiwa the consultant from debt care department along with her supervisor Cecilia....please help me!