FNB Shocking service

I am writing this review/complaint on behalf of my nephew as I am a registered and very regular user of Hellopeter as it is one way of alerting other people of bad service from a company or institution. At the beginning of lockdown mu nephew went to his local FNB and app**** for Covid relief to cover his monthly debits. This was granted to him. He also has a small personal loan, which he regularly pays the monthly premium. He has now been retrenched from his employer and on 5 SEPT 2020 he went to his local FNB to advise he's been retrenched and would like to settle the full amounts owing on his Covid relief account and his personal loan. The local FNB branch could not assist him and advised him to put it in writing that he wishes to settle in full these 2 accounts or loans. Since then, 5 Sept, he has sent email after email requesting where he can pay these accounts and what references he must use so that the money is credited to the correct account. He was finally given a reference *** on about the 7th or 8th Sept, but STILL NO ADVICE HOW OR WHERE TO PAY AND WHAT REFERENCE TO PUT AGAINST THE PAYMENT SO THAT IT IS REFLECTED TO HIS ACCOUNTS. This has been going on since the 7th Sept which I find to be nothing short of shocking and disgusting service from FNB. One would think in these tough economic times banks would be happy to have clients settle their loans. With FNB this is obviously not the case. I would like other people who review write ups on FNB to see what shocking service they provide. You can, or at the very least, should be able o pick up my nephews name and contact details from the reference I have provided. Please action asap.