FNB Covid 19 debt relief - dissapointment

In the beginning of April 2020, we tried to make arrangement, not the branch nor the call centre could assist. They pass you like a bucket from one to another. We did email all our documents to the email addresses provided and through the online application. Only after three weeks to advise you they can help, but with an additional loan. What a joke. They are putting your more in financial distress. Don't know why FNB use that phrase "How can we help you?". As at today we still don't know if they can assist. They don't provide you with any other alternatives.