Adding more stress during COVID 19 crises, how can they be as least helpful as possible

STILL NO COMMUNICATION FROM FNB. SECOND HELLO PETER POST.

I am trying to get a person to actually speak to and explain everything but now I am getting delayed responses by days and from some WhatsApp number that can't even spell. FNB is enjoying the interest too much and clearly don't want people to actually clear their names and pay off their names.

I want someone who can explain what has happened to my credit card from start to finish and how I have ended up owing more than before and if there is a discount on once off settlements and honestly just someone who actually knows what they are doing.