Pathetic service

I was very disappointed when i saw that fnb gave me another loan instead of what i asked for. I recently lost my job and tried to apply for the payment relief as it was agreed on my loan terms and conditions that i am intitled to do so. Under the customer protection part or cpp. Instead fnb game me a loan that i must repay over 60 months for covid 19 and im not interested in that. Tried to call fnb but can not get through to them and no one answers the email. This is really pathetic service. I would like a manager of senior agent to call me asap.