FNB Homeloan Holiday Plan

I tried to apply for a FNB homeloan Holiday plan. It took and entire month to get someone to reply. Then I get told I have to use my savings to pay for my homeloan. This is now someone that is unemployed and try to save every penny so that I can survive for months to come. Then I get told that I will loose my flexi facility if I take a holiday plan. I don't understand how the bank can penalize someone for wanting to take a holiday plan. I have asked a manager to phone me about this before the debit order go off, I am still waiting and the debit order has gone off. So much for supporting your clients during this difficult time