Bad service from fnb

I was retrenched due to this covid-19... I contacted and went into the branch to request that my debit orders please be placed in hold as I have the right for 3 months to job hunt. I have a contract connexis phone with fnb and was told today by one of their call agents that fnb di t place the debit order on hold for the phone???but the rest of my policies has been placed on hold until end January 2021 or until I find a job.. what is do the difference between the phone and policies?? Now my account will constantly be in arrears due to this one debit order??? This is not good service from fnb and I have been na king with them for more than 6 years !! Whike I'm unemployed who is going to pay the bank charges of debit orders declined????