FNB - How can we NOT help you.

So, due to COVID I was offered a COVID Loan to pay off my loans during lockdown. I accepted this offer due to our salaries being cut. This was for three months. Then I was offered a further extension for three months, which I accepted due to the fact that I was uncertain of what was happening and I would hate to fall into arrears with my loans. The first three months went well. Then my nightmare started. At the end of July, instead of the COVID loan covering my loans, it went off my cheque account. I called FNB and it was sorted out. My payments were reversed and the monies put back into my cheque account. Then came the end of August. I started receiving messages on my FNB App stating my loans are in arrears. I also got voice recordings from the bank stating I must pay or make arrangements. I called FNB and again explained that the COVID loan was to cover my loans until end September. After 4, yes 4 reference numbers being received (***, ***, ***, ***) and quite a few phone calls and chats on the FNB app, the monies were reversed and paid back into my account. Then comes the end of September. My loans went off my account and I called FNB. This was around the 28th of September 2020. Since this date, I have spent over R500.00 airtime, hours waiting on the phone, chatting on the app and still nothing. FNB's response? We will escalate it. I think my complaint has been escalated so much, there is a stairway to heaven! On Saturday, (24 October) I received notification that a further debit order was processed (which is correct but the date is wrong). I have my loan accounts and have time and time again asked FNB to change the debit order date form the 24th of the month to the last day of the month. This has still not happened. The gent I spoke to at the customer care department raised his voice at me when I told him that the dates are incorrect saying that his system says otherwise. The agreements are in writing. I have NEVER been spoken to by someone like this before. So I went to the branch at Tygervalley. They called the loan department and the lady said...yes you guessed it, she will escalate it. This after explaining to her the situation I find myself in with the frustration of FNB. I also said that the bank would never refund me the airtime wasted to try and rectify their error. I am seriously done with FNB. The non-existing service, the rude staff and the pure lack of returning calls - despite the messages saying a consultant will call you back in 24 - 48 hours (MENTION WHICH YEAR)...... I am not someone wealthy or important but I pay my debt and around R400.00 per month in bank charges. I have been banking with FNB since around 2000. I am so sorry I never left your institution years ago. Your service, or lack thereof, is disgusting. I am going to close my account with your institution. "FNB, how can we help you"....you must change your motto cause it is worthless and pointless cause you don't.