Incompetence and lack of communication of FNB

I have 2 loans with FNB..had been paying diligently for 5 years, without ever skipping a payment. Since lockdown started i had been trying to contact then M...via numerous phone calls..their APP..secure chat..without ANY success.i app**** for covid relief as i never received my full salary and now i had been retrenched..i also took out credit protection on both loans.i never received ANY feedback ...except now Brooks att.is calling me...they handed me over? I am so frustrated..will no also pay their costs...because of fnb lack of communication? So what does credit protection actually mean..