Bad service in this difficult time

Poor service Toyota financial services

I app**** for a covid 19 relief beginning of the lockdown it has not been processed till now, i attached every document that was asked. The response i got was an email from an auto machine stating that a consultant will phone me, till now Noone phoned me instead I m getting smses and statements showing arrears. Despite all the emails i have been sending to follow-up there is no response instead now I m getting threatening messages.