Distressed Customer

I have tried several times to get a hold of someone in the correct department I have been transferred from one department to another department and no one can assist me and all I want is assistance as a financial distressed customer who does not want to affect my credit score with FNB and am trying to arrange payment options caused by COVID - 19 can someone please tell me who I can call and talk to instead of defaulting to get your attention which was an option according to one of the call center agents surely you must have an area who can assist customers who is in distress.