Pathetic service from FNB

There is NO services with FNb!! Will definitely going to another bank!! I've tried to contact the bank so many times regarding a covid-19 account. The bank promises to help during the covid-19 times. I've received emails from fnb stating that the problem will be fixed. Nothing has been fixed and this morning I received an email stating that my loan account is in arrears. How can a bank promise to help clients, just to give the client a bad paying name. Really unacceptable services.