How can we NOT help you

I app**** for covid relief in April, it was approved within days. This covered the months of April, May and June. I received a notification on my fnb app for an extension of 3 months in June. I accidentally declined it. I then tried several times to get hold of someone to assist me to get the extension reinstated, this has been going on for more than 3 weeks. I've chatted to the bankers on the app, I've been told my issue will be escalated, I've chatted on fb messenger again it will be escalated. I've phoned numbers provided to me by the bankers several times. The call would either not be answered, when it's answered there's babies crying in the background and the call gets cut or I get transferred to someone else. One of the bankers said she app**** on my behalf for the extension, when I followed up I was told nothing was done. I was then adviced to go to my nearest fnb branch which I did. A very friendly gentleman tried to assist by applying on my behalf from his phone. I then noticed that the extension term period stipulates that the relief will cover me for March, April, May, June, July and August. I don't know how this is possible as I only app**** on April and wanted to be covered for July, August and September. The branch consultant tried to contact the call centre to enquire the above, again we sat on the phone for several minutes or the call gets cut. I've received emails from several different people asking me to provide documentation to confirm that my salary was impacted. I don't know why this is required as it's for the extension of the relief, surely the same document that I submitted for the initial application should apply as my circumstances didn't change. Ive submitted the requested documents several times without any further response from anyone.

It's extremely difficult to sort out an issue especially during this time, if you can't resolve it directly with one specific individual or being send from pillar to post. It would also help if clients don't get contradicting information when your call finally gets answered. It's nearing the end of the month and I have no clear indication on my request that was made weeks ago. Instead I'm required to submit documents over and over again.

In addition why can't fnb clients claim from fnb debt protection policy while receiving covid relief. Claiming from one's policy would obviously mean that I require a lower amount from the relief assistance