unferly treated

On the beggining of the the i took out a loan with tham not knowing that on March will have corona pandemic on ur hands,unfortunately lost my job due to it and immediately contacted tham about it and i was advised to apply for a payment holiday i send all the neccerary documents from me letter from my imployer bank statements payslips i dd dat for three months,i even went to fnb branch to call them ssnd ask if they received my papers the sad no fnb stuff members help me and we dd it over and over again the only reply from tham was will get back to u in 5 working days thats da massage i received from tham for the past three minths i app**** for it on the fifth month got a call from tham telling me they dd receive my documents than i was relieved,last week i received a call from directaxit department for dept recovery saying im in errors im behind and i musy pay 13000 i asked the gentleman i was talking to how cos i dd apply for a payment holiday the gentleman sad yes u dd apply and it was declined because i have a good credit record sad i knw i do have because i was working and it was before lockdown,now i dnt have the money to pay back and i fill i was unfairly treated by tham cos i asked the gentleman y they dnt tell me dar my application was declined immediately hi dnt answered me.