FNB is heartless

So my mom took out a loan with FNB she is a contractor. Sadly after covid there were no more jobs. She made arrangements for payments even though nothing is coming in and only receives support from us which is not enough on its own. Today I sent her money and FNB decided to take everything even though that was not as arranged. So disappointed because this means she won't be having groceries this month because you guys are just too selfish