FNB personal loans

FNB has very bad customer support I have been struggling with FNB.

I have a personal loan with FNB and during the lockdown we took out the COVID relief fund for 3 months and the we took out the extended relief fund the consultant told me this will cover the rest of my 3 months of my personal loan I asked her 3 times if she is sure she confirmed 3 time I will not have to pay anything on my big loan and that my installments will be a very low amount. 2 weeks ago FNB phoned me to say I need to make a urgent payment on my big loan when I phoned them explaining the situation they agreed the mistake was on their side and they have to sort it out on their side and I was not the only person with this problem then another consultant from the personal loans department phoned me very arrogant and telling me she can’t do anything about it and I need to make the payment.