No sympathy from fnb during Covid-19!

I am very disappointed with the lack of empathy from fnb after being a loyal customer for so many years and I took up credit with fnb over the years and paid it off. I app**** for the Covid-19 relief because my husband has become unemployed due to the pandemic, he helped me paid the loan installment and even though I am still employed, without his salary our household income has greatly been affected. That does not mean that because I am employed, I cannot be assisted, we are still being indirectly affected tremendously. I app**** for the Covid-19 relief and attached a motivational letter to describe my situation. I was given a message to say that I have successfully and I am in step 5, I even accepted the contract. But did not hear anything for so many days after accepting the contract. I contacted a banker and they said that my application was unsuccessful. This does not make sense, its really appalling for fnb to do this to me when I need their help at the most crucial time!