First National Bank - How can we NOT help you

I'ts funny to me that FNB's slogan is how can we help you, because help is the last thing that my fiance and I have received from them. When we heard of the lockdown my fiance tried to get a hold of them to get a payment holiday on our home loan, because he won't be getting his full salary. He has gone in to the bank twice, but no one can seem to help for some reason. He has phoned them countless times but can never get through to an operator and when he does get through they claim to not be able to hear him and hang up. How is this the attitude of a bank that is supposed to help you? Is this how you treat loyal customers? I do not recommend FNB to anyone, absolute worst service!