Bad service from FNB home loans

Good day I am unfortunately never received any good service from FNB home loan & it is not the first time. I am going through financial difficulties at this point and have been struggling since last year, as I am going through a very bad divorce that is dragging. I contacted FNB last year & the agent I spoke to advice me to apply for a payment holiday, & I did apply but unfortunately it was declined. I engaged with them a number of times as I couldn't pay for a few months. They would promise to call me back & they don't call. I forgot how many applications I have done with them to address the inability to pay. I owe FNB R43, 708. I have been paying the home loan for 12yrs now this is the first time I have financial difficulties. FNB have sent me the summons that I must pay them or loose my house. How do I loose my house over R40,000. I have been paying them religiously for 12yrs. Is this the kind of service we should be getting really. I have never received any call or a letter about the outstanding amount & the first thing they do is to send the summons. I am so angry with FNB to them we are just numbers not humans. I must sleep on the street with my children. People looking for home loans please don't go to FNB.