Disgusting service FNB Loans

I am utterly dissapointed at FNB's lack of empathy with clients who have been laid off or retrenched . I have been a life long client of FNB.. from the time I was a litle kid with the BOB card and I dont appreciate this at all!! I have a personal loan with FNB which I have always paid monthly together with the insurance on the loan. At a time with Covid 19, the industry that I am in took a bad knock and we have all been laid off effective 01May20. The insurance which is " suppose " to assist in the event of "loss of income" - is doing just the opposite. This has caused me more stress than anything else. I sent through the proper documents for the claim since Mid April ( ref ***) but because I was still earning 50% of my salary it was declined, The letter sent from the employer DID state that effective 01May, I will not earn a salary however, they did not read it clearly and declined. I app**** again on 30Apr ( ref ***) with ANOTHER letter from my employer which was more CLEARER for them to underdstand and I received an email stating it was declined. So I mailed them back requesting a reason as to why its being declined? To no avail, I had to call them again!!! .. got through to a lady named Gugu Khumalo at the claims department, who explained to me that the accessors need to see that no salary comes into my account before they can reconsider it. They already have the letter from my employer on a company letterhead and can see which industry I am working in and can determine from the lockdown levels that there is NO activity what so ever in this industry but STILL, I have to wait!!.. So I wait.. in the interim, my UIF from Apr which did not come through early enough, came through on the 25/05 and my employer pays me what was due from my UIF.. FNB takes their money thinking its my salary !!!.. this is my only bit of income (UIF) . So, on 26May I go to the Florida road branch and a lady named Manisha kindly asissted me. I showed her my UIF payment processed screenshot from the UIF website and the amount my company paid me - Which ofcourse was the same !.. So she asissted me and we called the claims department again. We were told that the accesors need to approve my claim , pay the loan and then only will they re imburse my UIF money. I asked them to get back to me the same day which they did , only with an SMS to say the claim was declined. Again, no reason . I went back to the Florida road branch on 27may and Manisha again, asissted me. After holding on for 45mins, we were told its declined and they would put me through to the complaints department. . Clearly they had declined it as they think that was my salary . This is why I went to the branch to show them that its NOT. .. I have been a life long client of FNB.. and I REALLY DO NOT appreciate this kind of treatment. At a time like this, instead of getting into more debt and taking out further loans, I want to make use of my insurance which I pay monthly.. WHY do you have insurance on your loans if you cant make use of it??? I loadged a complaint ( ***) and received an email and an sms to say its being investigated. I will definately take this further if my UIF money is not paid back to me !! This is not your money to just take!!