FNB can't help you!!!!

We have had a absolutely horrible experience this past week,we could not make our bond payment and informed FNB that we wouldn't be able to pay the full amount since we are having a financial issues with my fiance not getting paid for the past 2 months. So we tell FNB we will see how much we can afford to pay by,so we decided that I should apply for a short term loan from another institution to cover a partial payment of the bond and to cover living expenses for March 2019. The loan gets approved and the money is transferred and guess what before I even receive a sms to say that the money is available FNB has already deducted the full bond amount which we can't afford to pay this month ,if that's not the worst I go to the bank yesterday after work to reverse the debit order and to tell the consultant that I can only pay half this month and the consultant informed us that she is not allowed to because it's not her department. She instructed us to call the home loan department which I have been doing the whole morning 8 times I've called and nothing I keep being put on hold for over 5 minutes at a time. This the worst service I've received, maybe that is why FNB's home loan departement don't have offices at the branches any longer because their motto should be FNB HOW CAN WE NOT HELP YOU!!