FNB discriminating clients in extending covid relief funds.

I have been trying to reach the Covid-relief department for more than two months , firstly via the online chat, then through my banker and they never responded. I wanted to extend my approved relief so that I utilise the amount that was not used as per contract but never got a response, I have all the emails. I know for a fact as I was told by my banker that the bank was allowing extensions if one had not fully utilized the approved amount but in my case there was no response until on the 1st September, then my banker told me that they said they had closed on the 30th of August of which during the time when it was open they never responded and I even asked for statement, which was only availed a month later. Truly there is ************** in the way customers are handles as some receive preference over others and to make matters worse, the covid relief department is said not to have direct communication channels with the clients so one has to go through a banker which I find as a way to push away certain clients because it all depends with the banker. One painful thing is that my online profile still reflect the full amount of relief loan but it was not all used up and still I can't reach them. I sent an internal complaint on the 21st of sept through the FNB online channel and all what I received is the message below and no one contacted me until today.

"From: Customer Resolution Centre <***> Date: Mon, Sep 21, 2020 at 4:10 PM Subject: Complaint Reference *** To: <***>

Dear Valued Customer FNB General Complaint reference *** has been sent to Covid 19 Cashflow Relief. ***. A Consultant will contact you within 24-48 Business hours.

To make matters worse, all lines are always busy even the customer care line.

I was hoping that , maybe by any chance since my profile still reflect the full contract amount which has not be fully utilized they will refund the money deducted from my account with the unutilized amount on my contract but no communication or whatso ever. I don't understand why they want to withhold the money when their client is in need and the money is there as per signed contract and they allowed extension for other clients???? Only God knows. People used to tell me that clients are not treated the same at FNB and i didn't believe until now.