Can FNB do ANYTHING, never mind RIGHT

I have a personal loan with FNB , but due to the pandemic have been unable to work. I have, for years, been paying CPP on the loan. When the lock down started, I contacted FNB to inquire regarding a claim. After being given the run around for days, I spoke to Verona at FNB Life on 23/4/2020 to ask what is necessary to claim from CPP. She gave the list of documents, which was sent immediately. I have subsequently, queried the progress on numerous occasions, but all you get is an auto reply. I was, in July, advised that the loan is in "arrears" and again contacted them only to be told that I must resend the documents (which I did) Reference numbers on the correspondence is as follows: FNBREF#CE(account) - ***, ***, ***,***, ***, ***. ***, ***, ***, ***, *** . When I last spoke to them, (when I was asked to resend in July) I was advised again by FNB life that the claim is in process, but due to volumes, it could take a few days. I am now getting phone calls that the account has been handed over for collection? Does FNB actually know what they are doing? I worked for FNB for over 20 years and am FULLY aware that their system notes can be read by any employee. Do they no longer make notes? In the "runaround" stage, I was told by +- 10 people "its not my department, I cannot help", you eventually get through to the so called right department and they do NOTHING either??? After sending through documents on more than one occasion, I cannot see that processing a claim can be that difficult.