WesBank - Terrible service

I app**** for payment relief, sent off all the documents they asked for. It was approved, I signed the new addendum. The instalment was still taken off my account. I've been trying since 25 April 2020 to get hold of them. I phone and they cut me off. I go to the bank and get placed on hold for over an hour. I email and no reply. I need my instalment to be refunded and I need someone to make an effort to help me. I know these are trying times, but today alone I've spent over 3 hours on the phone. I urgently need this matter to be resolved.