Struggling to resolve query

I have phoned now two days in a row without success in order to resolve a query in regards to a TFG loan that I app**** for and was approved for. I keep on getting the below sms, but when I try to accept the DebiCheck mandate on the Standard Bank app, it has not come through from Tymebank's side. I have tried now several times by clicking on the link in the below sms:

TymeBank: ATTENTION Hanneri! One last step to get your APPROVED loan, click the link to request a new DebiCheck mandate so your loan can be disbursed https://tfgmoney.loan.tymebank.co.za Loan T&Cs apply. FSP49140

The first time I phoned the loans department they said they would resolve the problem and get back to me (they did not) and now the second time I could not even get past the security questions as the operator could not hear or understand my answers on the security questions. I got upset because I am answering all the questions truthfully and she keeps on saying my answers are wrong, but she was probably hearing me wrong all the time. She put the phone down while I was still talking.