FNB bad customer service and no consideration for their customer

They have no regard for their customer at all, we app**** for a payment holiday bcos hubby's employer (SAExpress) hasn't paid them and its been 4 months without pay. FNB declined our application saying we don't qualify due to our credit rating and the sad part is that we are asking for a relief(payment holiday) not credit. We even went to the lengths of applying for the Covid-relief and nothing was done. We are getting daily calls from them saying we are in arrears even after we sent them letters numerous times from the Employer. We have been banking with FNB for over 15 years and this how they treat us? Its not by choice that we cant or don't pay the bonds. Standard Bank approved us for our other bonds with no issues and we don't even bank with them. The treatment we are getting from FNB is really inhumane and inconsiderate, we are asking for a payment holiday till hubby gets paid and we can pay them. How difficult can this be?