Loan apparently in arrears

How is it possible that my loan is in arrears?!!! I'm told that it's from April! We are now in August! I don't have any energy for Fnb!!!! Nothing reflecting on my loan only on my app. Wesbank attempted getting an additional months payment from me are you trying to do the same? The ombud requires that I approach the bank first before they're able to assist because my account is in a huge mess since I've canceled the covid relief account.