Covid relief loan - Never paid my bond repayments

We've been approved a covid relief loan in July, which means that July, August and September our loan will cover our bond repayments amount. For the past 3 weeks now, we've been receiving calls from FNB collections claiming that we haven't paid our August bond repayments and they would like to know why. After explaining myself numerous times, the consultant then tells me that, our covid relief started in May already. I then informed this consultant, if thats the case, please repay me my moneys back that I paid in May and June. Agent then pretended to to hear me any longer and eventually after many minutes, I dropped because they were just wasting my time. We then called the contact centre for the homelands and I spoke to a guy by the name of Image Mahlungu, he checked for me and concurred that the covid relief did not pay our bond in august and he would need to escalate this to them and I should please remind him on Tuesday if they completed it or not. I then emailed him a day later to remind him but yet to receive any form of communication from FNB. I then called in to the contact centre again and the guys acknowledge everything and said there is an error on their side and will get Image, and then they will call me back together. That call yet to be done.

It has been 4 days now and no answer from any of their departments but we receiving calls from their collections agents again and by now we fed up as this explanation would need to be done again with another agent.

My id number: *** My wife's number: ***

To add, this will now definitely affect our bureau credit report negatively and they have now added interest on our bond and we have to pay the loan back too. so this system issue has now impacted us negatively financially and credit worthiness. We would like to get this issue rectified, our names clear and the interest adjusted accordingly.

To add, through my experience, in most occasions your agents were very unprofessional and disrespectful. Initial collections agent was disrespectful and the first homeland consultant was laughing on the call when she pretended to not hear us.

I will be consulting the ombudsman regarding the matter should this not be resolved within a reasonable time.