fnb cant help u because u in arrears

i recently had the misfortune of speaking to a gentleman named Avhatakali Nevumbani (he said he is the manager in the personal loans collections department. the story started like this. I have a personal loan account with FNB that unfortunately because of COVID-19 into arrears. i was not in a position to pay the account because i was in the catering industry however because of lockdown my income stopped. i fortunately stated working last week thursday and with that went to fnb to reactivate my bank account also i called the personal loans dept and made an arrangement with them to get my account up to date starting at the end of august when i get my first salary. i had to borrow money for transport which was subsequently paid into my fnb account however the funds were debited for my personal loan. i called and was advised that a refund will be requested on the debited amount and it was done but then they debited my account again for the same amount. called again and was advvised that they will request another refund and then escalate it. i called this morning just to query when the refund will be processed and to ask if the could fast track it because i need the money for transport and they agent i spoke to advised that if he has to ask them to expedite the request it will take a further 5-7 working days so i asked him if i could speak to a team leader because it didnt seem that he understood what i was asking then Mr Avhatakali Nevumbani came to the phone and told me that he will not refund me the amount because its my installment that is due. i advised him that i am aware of the fact and if they could possibly restructure the installment and take it off at the end of august with the arrears as per arrangement i dont mind paying it but i need the refund in order to be able to come to work. this guy advised me that that is not his problem he does not want to refund me the money i was literally begging this man to assist me just so that i could get to work and he just refused stating company policy ... is fnb's not the bank that says how can i assist you or is that only for clients that find themselves not in arrears. the saddest part is i am will to pay the money at the end of the month but apparently their policy states that no restructures can be done because i haven't paid in a while. (which i advised him that i am aware of however how will i pay if i cant come to work )

can someone please provide clarity on this for me because all i needed was the funds back in order to come to work so that i can have an income to actually pay them what i owe them.