FNB - "How can we help (BREAK) you"

I have been a client from 2 years of age. 40 years down the line, FNB is letting me down big time - actually for the past 5 years already. Everybody was affected by Covid-19, and this is how far back this relates - I have been hit really hard - Employer liquidated, lost my job, my house, had to move to family and many more factors that left me at rock bottom - all the while keeping FNB informed of my financial constraints. I was privileged to have had a Private Banker who tried to help me, but FNB would not agree to any arrangements. I had to eventually downgrade my account. I have been making payments (sometimes bigger, sometimes smaller) every month into my accounts, yet they opt to hand my accounts over to some debt collection company and an Attorney who actually runs a call centre. Call centre agents are not the people who are equipped to work with these type of things - everytime someone else. FNB still takes FULL bank fees, FULL interest and other fees - yet they fail to contact me and have a discussion and listen. What are we paying for then? Their slogan - "How can we help you" is a disgrace - it's more "How can we break you". Shame on you FNB with all your false positive advertising!