No customer care service

Just received a call from FNB with regards to my Direct Axis and Call Direct Personal Loans Debit Orders.

I have been trying to get hold of Direct Axis and Call Direct since April when Lockdown started. I had a short fall in salary in the month of April, May, June and July. I have been sending emails and trying to call them as I was told by IUA insurance that they only cover total loss of income. And that I should call Direct Axis and Call Direct. I am not able to get hold of them on the phone. I have in the meantime filed a disability claim that was declined by the insurance after seeing their Occupational The******. The outcome from them was that I need to go for rehabilitation and than I will be able to continue working, even though my GP and my Nero Surgeon gave me reports that I need to be Medically Boarded. Due to my claim being declined I am being dismissed as my position is no longer available. So I have no income at all. I tried stopping the debit orders on my FNB App but it does not allow me to stop it. The lady phoning me from FNB said that they cannot stop debit orders either and that I need to proceed in trying to get hold of Direct Axis and Call Direct. I am unemployed and cannot phone and hold on only to be told that they are experiencing high call volumes and that they cannot take my call right now. Please try again later. This is costing me money that I don't have. But funny enough I still get sms's from them offering me additional loans.

I have taken out life, disability and loss of income protector plans with FNB as well as Direct Axis and Call Direct should something like this happen. I have submitted claim forms and doctor's notes to all the mentioned institutions via email. FNB started paying my revolving credit loan as well as my credit card. But due to the fact that I am not able to get hold of Direct Axis and Call Direct Debit orders went through my account and due to the fact that I cannot stop these debit orders on my FNB App I am sitting with a debit amount on my account that I obviously cannot pay due to loss of income.

Now I am being told by FNB that they will be starting Legal Procedures.