FNB don't consider payment arrangements as payments

Absolutely appalled at the way this bank treats clients who are trying their best to pay bills. I'm not sure if you are aware but there is a worldwide pandemic and here in KZN we also had some damaging riots recently. I have a payment arrangement in place which I have been paying and I am up to date with but still they hand me over to lawyers. When I question FNB as to why they have done this, I get told that it's irrelevant whether or not I am up to date with my payment arrangement, they still hand me over to lawyers and they can take action against me until all is paid in full. REALLY? What is the purpose of a payment arrangement if you are going to go ahead and ruin me anyway? I may as well not bother paying FNB as it seems to have no bearing on how they treat me. I have been a customer for years and a Private Client but it seems they only give you an umbrella when the sun is shining, not when it's raining.