FNB COVID RELIEF - HORRIBLE SERVICE!!!!!

I app**** for the FNB Covid relief was was approved on my personal loan for 3 months and than extended for 6 months. First payment was to go off end of October. i was double debited his month and same was queried with my banker since the 23rd. it is day 17 and I havent heard from personal loans regarding the refund to me I have had endless issues with FNB and this covid relief plan. such poor management on FNB side. you offer help to clients but you cause them more frustration because you are not managing your system. i am told that my personal loan is in arrears yet i havent skipped a payment!! is this the service one gets when you pay a fortune in private banking fees?? No one gets back to me, so what am i a private banking client for?? I have received the worst of service from FNB over the last 6 months and at this point i am more that happy and willing to switch banks.