FNB shocking service

I have been with FNB for over 20 years and until lately I received excellent service from them. However, in the last month their service has deteriorated dramatically. I app**** and received Covid 19 Cash Relief assistance. The terms of the assistance stated that should you not use the full amount approved, the unused amount would be deducted from the original amount. Well, I did not use the full amount and I have been trying for over a month to get a reconciliation of my loan account. I have tried to phone the Covid 19 department without success, my private banker has tried to get hold of them via email and telephonically without success. I have even tried SecureChat without joy. Not to mention sending an e-mail to ***. Nothing has been successful. I feel this is an atrocious lack of customer service and further feel that FNB is using the Covid 19 pandemic as an excuse to justify their total lack of service.