Pathetic customer service, 1 month and still no response

I have queried about my covid loan directly to FNB more than a month ago; i have complained on hello peter 3 weeks ago. To date nothing has been forthcoming from the pathetic customer service i receive from this bank. How long does it take yourll to verify that i have not agreed to this loan; i have not signed and sent thur any agreement but i am being debited for this. FNB is there to put customers under great financial strain and further into debt not to assist them. Other banks have definitely given me greater service, there is no reason being loyal to a pathetic service bank like FNB.