COVID relief fund discrepancies, numbers not adding up, FNB not being helpful at all

I've banked with FNB for years but I'm very disappointed in them at the moment. I got the Covid19 relief loan to cover personal loan and credit card instalments and the instalments went off without a hitch. App**** for the extension which was to cover the next 3 months, but it's only covered the August instalment, in September my personal loan instalment came off of my bank account instead of being covered by my Covid relief fund. So now I essentially got an amount added to my loan which amounts to 4 times that of my usual personal loan/credit card instalments but it's only covered one month, and no matter how much I complain, email and phone no one is listening to me when I say that the numbers don't add up. I'm an accountant, I know how loans work and whatever is going on here does not make any sense.

I just keep being told it was only supposed to cover 1 additional month (which again, the 2nd portion of the loan is 4 times that of my usual instalments and the amount for the extension is MORE than the initial fund that covered 3 months). I haven't planned for the money to come off in September and I'm not receiving a full salary at the moment, so this is financially devastating and I'm not getting any closer to an answer.

I was also advised that they paid an instalment on my credit card on 3 October which is not reflecting so I have no idea who they are paying these instalments to.

No one is listening and checking the transactions, and I'm tired of not being heard. Especially as someone who has banked with FNB for 15 years.