Covide Relief Nightmare

I app**** for COVID relief which I received. I received a payment relief from Wesbank for a period of three months. An addendum was put on my contract. However the debit order went off on my account the end of May 2020. I spoke to a consultant last week after sending numerous e mails, who advised me that my account had been escalated to their team leader and that the team leader will call me regarding my refund. The team leader was in a meeting. I have sent a further two e mails and a leaving messages . A week later I am still waiting for that call. Something that was supposed to be a relief is turning into a nightmare !!!