Bogus Loan Repayment Holidays

I am so disgusted with the service received by FNB. Before the lockdown I requested assistance with a loan I took out a month before lockdown as I am a single mother with a new born and am on unpaid maternity leave. FNB has been advertising payment holidays on ALL loans so I decided to contact them before lockdown to arrange a payment holiday on the loan I took out. I was told that I should let the loan repayment go off of my account and phone them once it had so they could reverse it. Now I've been with FNB since 2016 and havent had many issues so of course as a client I am going to trust my banking institution. Oh how wrong I was to do so as I phoned back the same day the repayment went off my account and was told that the person I spoke to earlier in the week should have never said that the bank was able to reverse the payment and there was nothing they could do to assist me. They are willing to take your money and charge stupid amounts for transactions which we are forced to pay but when the client needs assistance we are told that nothing can be done.