First National Bank - How can we NOT help you !!!

Is there anyone working in your loans department that can help? Ive tried numerous times to call and get hold of someone but nobody seems to answer. I had loan insurance and I lost my job, the insurance paid for 6 months. I was advised when i had taken out the loan that if im umeployed for longer then that, after the 6 months, I need to resubmit all my documents which I did 2 months or more ago. I called and I was told to get an affidavit from the police station which was near impossible due to Covid-19. All the documentation was sent again and still no reply. Its not my fault that the country and world was hit by this pandemic. I cannot find a job and its hard. I litterally used food money to get airtime to call the 086 number which isnt cheap. More then 50min later... NO RESULTS OR RESPONSE. This is bad service and its clear that this bank does not care!! Ive settled all of my other accounts with fnb and other banks. Its just this 1 loan on my name left which i couldnt settle with my payout when I was retrenched from work. So many years I was a very good client of yours with a perfect credit score, you offered me over drafts, loans, credit cards and special promotional items and services but now when Im umemployed, you treat us like this. Everyone in this country will at some stage in there lives go through a bad patch and we will need help. We paid this insurance for so many years and now the help we paid for cant help us!! explain to me how does that work becuase I cant understand why did you even offer me this service in the first place.