Constant disappointment with FNB!

I took a covid cashflow relief loan at the beginning of the lockdown, which was theeee most terrible experience but it was ended up resolved.

Now I want to change my payments terms (date and debit order account) but i am not getting assistance. I even went to one of their branches @ bank city which they said they can't help me and that I need to call the FNB Loans department of which I did. Firstly, the waiting period was +-2 hours of which after that I was not assisted. I even sent my details via email but still this is not fixed. I have been trying to correct this with no luck, I spent 3 hours on the waiting queue with no pick up. This is frustrating because it is damaging my credit record.