FNB -No help when needed

From Nov 2019 - Jan 2020 I did not earn an income. During this time I tried to fulfill my financial obligations as best I could under the circumstances. I luckily started a new job (commission based) on the 1 Feb and then went into lockdown shortly thereafter. In april I sent several emails to FNB explaining the situation and asking for assistance. Shortly thereafter I heard about the COVID-19 relief option which sounded like a lifesaver. I submitted my application and letter from my employer via the FNB app at the end of April. After 3 weeks of the app saying my application was at stage 2 and being evaluated, and several attempts at trying to get feedback I was advised to resubmit all the documents via the COVID-19 email address, which I did. Again nothing. I tried calling, emailing, secure chat (several times the chat ending while I was still typing) and going into the bank, I was told tonight via secure chat that my application had been declined based on the fact that I was under financial strain before COVID-19. Two months of waiting and trying endlessly to get a response and still the FNB app says I'm on stage 2 of the application process. I have been banking with FNB since I was a child and cannot believe how I've been treated. Yes, the last few months have probably been the toughest financially I have have ever experienced but I did try and be proactive and still this is how I'm treated. Very disappointed indeed.