FNB LOANS.

I have a personal loan with FNB that I took out in 2018. I also have a protection plan for it. When I started having financial problems in 2021 ( end of year) I couldn't get any assistance from FNB since I couldn't produce a payslip or a UI19 form. I am a contract worker /( self employed). How come I couldn't qualify for a relief period? My bank account was in arrears for 3 consecutive months .Why ask or my payslip when I declared that I am a contract worker? I think I was misinformed from the beginning. Very disappointed!