Covid 19 Relief Add More Problems

Can FNB please explain as to why my loan accounts are in arrears? I was approved for the Covid 19 relief but since today non is updated on my account and the relief money does not seem to go to the loan accounts. Even worse I have insurance to all my loan but to my surprise it was not activated instead I have another loan now called Covid 19 Relief. Why? Your call centre does not answer the calls and I am just tired of calling, hiw I wish someone can help explain.