FNB Poor customer service

FNB assisted me with a covid payment holiday, which I appreciate. There is however R7000 left on the assistance program, which FNB just neglects to pay out. After several emails and phone calls, they still have not paid out the relief payment. The banker said I am allowed to apply for extended relief, which I am now unable to do. It's going for the 3rd week, where I have not received any answer from FNB. But FNB rings my phone off the hook for the past 2 weeks for credit card payments, but they can't sort out 1 query? I just need 2 more months' assistance, as I am only starting to recover. Even the private banker can't assist or answer my query! To whom do I then escalate my query? I must give HUGE CREDIT TO STANDARD BANK. They, out of their own accord offered me 3 more months assistance. Not through a loan or indebting me further. They merely do not require any full payments for 3 more months. I am still able to use my card and facilities. They are just adding the monthly interest. They are inablers not disablers. Maybe FNB Bank can learn something from their competitors? It is survival of the fittest! Standard bank is not ****** and provides excellent customer care. They don't harass you after you explained your predicament. They rather offer more assistance, which they know will serve them in the long run. Way more than I could say about the customer care of FNB bank. They will rather pester you with phone calls daily. THANK YOU STANDARD BANK