Not solving Covid 19 Loan problem

I have app**** for a Loan on the FNB App for COVID 19 relief - personally. FNB have approved R69000 to assist with my bond and credit cards payments more than 3 weeks ago. Problem is instead of covering my debit orders 30 April with this loan they have taken R17500 out of my One account, put it over the limit. I then had to borrow money somewhere else to bring my account in Good Standing. FNB Private client service is just a name and totally dis-functional. I have now been struggling for 13 days to get this money paid back to my One account and allocated to the approved loan account. All I get is "We are escalating the problem" and that is it . My banker taking 13 days , not solving my cash flow problem and leaving me R17500 out of pocket