Lack of Sympathy and Empathy from FNB

I have been banking with FNB for a while. In 2018 I was retrenched, and have tried unsuccessfully to find another job, or become self-employed, but with no success. My partner is self-employed and due to the lockdown, has not had an income. I have also fallen behind with my servicing my debt. My uncle sent money to me in order for us to service our bond, rates & taxes. However, FNB took these monies in order to service loans I have with them, as well as for a loan with Finchoice. This amounted to R4 052.82. I tried going to a branch at Westgate, and after waiting for an hour in a line, I was told that this had to be done electronically, which I did. However, due to our bond going off on the 1st, I called their loans department, and after being on their line for over 20 minutes, I was told by the agent (Ntogozo) that her team leader, Eva Damons that they will not reverse this, and that I need to make arrangements to pay the balance of my loans. We are desperate, and for fnb not to take this into consideration is really heartbreaking. So its ok for us to loose our house, as we do not qualify for the payment holiday, and FNB to rather service a loan. The Finchoice amount I had cancelled quite some time ago, but FNB is allowing them to take my money, a well as fees.