FNB harassing me with smses after i app**** for payment holiday

I app**** for payment holiday on my smart bond account and got a reference number. I called every week to check if the payment holiday was effected and was told to wait as fnb has received over 50thousand application so mine will get sorted too. I asked what will happen if the day for payment comes and there is no money in my account and was told it will not happen that my account is debited. On 30april2020 payment was due and fnb attempted to debit my account and found no money so they sent me an sms saying i am in arrears. When I call them to ask why this is happening they say i was supposed to apply via app. Then I ask why they gave forms to fill, sign and send to them instead of saying apply via app. They say sorry when you apply on app we will take into account that you app**** earlier for payment holiday. So I tell them that I tried to apply on the app and I cant as the app on my phone is registered on the business account and it doesnt allow me to add smart bond account so they now say i must go to a branch apply for a personal account, get the app in my personal capacity then apply for payment holiday. Meanwhile they are harassing me about the bounced debit order.