No help for the unemployed

I have been unemployed for over a year, and with this pandemic I don't forsee getting work anytime soon. I have 2 small loans from FNB and last month they debited my account twice after which they asked me to send paperwork through to them to rectify and arrange special help with regards to my loans. Only my husband is working and we're a family of 4. Up till today I have still not had any feedback only a email replying to the papers I sent through stating they have received it. I cannot believe that a bank could be so cruel as to take your last money instead of arranging to pay it off in smaller amounts and to have the audacity to double debited me as well.