FNB lack of assistance when needed most

Dear FNB,

As a loyal customer for many years, I am really disappointed by your lack of assistance when reaching out to make arrangements on my personal loan repayments due to maternity leave and major reduction in salary. I have not once missed a payment and when asking for assistance I only hear “your loan account is up to date, there is nothing that can be done at the moment. You have to wait 3 weeks for an outcome” is this how you provide service to customers?