COVID-19 CASH-FLOW RELIEF

I have been a client with FNB for approximately 30 years now, and have during the years become unhappy with their service. Moving from a small town where you are actually a person, to moving to a city where you are a nobody, just a number. In June 2020 I was granted a covid19 cash-flow relief loan of R17 485.60 by FNB. I knew that such loan would only cover debit orders against my account and I also thought that this included the installments on my linked loan account with FNB. I understood that it would not be physical cash and I was happy with that. With our salaries dropping due to the outbreak, all I needed was for my bank accounts to be secure and taken care of. I have tried phoning the service center but get no descent explanation but to say that all the funds have been used. I have also gone into the bank and had the same outcome. I have printed out all my statements and still don't see any other funding. To date they have used a total of R3 030.17 which is clearly marked on my statement for Covid-19 relief. What has happened to the balance of R14 455.43? During this period of insufficient cash flow, they have, between 28 July and 07 August, charged me for 17 x R8.50 for declined purchase (D/O) amounting to R144.50. I am also giving my statements to someone to give me legal and accounting advice on the same. If I am wrong, I will apologise and carry my responsibility toward the bank by way of payment and bringing my accounts up-to-date. Is everyone been treated in this manner?