Fnb Frustrations

I am trying to get a 3 month payment break,as stated on the mobile app.It specifically says 3-,onth payment break with extension on the repayment term.Then i get told no its a "loan" that I will have to repay afterwards.Then I go to a branch to call the loans department,i get told im a premier customer,i can use the secure chat service,secure chat tells my i need to call the loan department.Firstly its either the "personal team of bankers" are misinformed,or its false advertising.Secondly,Im paying for a team of bankers but they seem to only be able to draw account statements which i can do myself.