FNB Credit Life not meeting the clients needs

Good day

This is now 5 months later I still have not been contacted.

A Covid19 relief account has been registered to my name. Where I owe FNB a lot of money now.

I still want to understand why do I have protection on my credit card, overdraft and personal lone for payment waiver due to loss of income (retrenched) that is essentially not related to COVID19.

Please clarify this to me. According to FNB credit department I quality for the payment waiver as I pay credit life each month. What is the purpose of FNB life?