Payment Holiday turns to be Loan no accountability how it was processed. customer has to pay and it is prioritized over other accounts

From July 2020 i've been out of work. Then later I app**** for payment holiday which was addressed by the president. mind you I didn't have choice but obligated to negotiate the terms and conditions. Over to that, I found myself granted a loan of 43 thousands for covid relieve. then I called the FNB people how they derived to such amount- covid relieve was meant to give us payment holiday but turns up to be a loan. this was discussed and no one was able to answer- I've requested itemized statement- they pull excel spreadsheet on my credit card and justify that it how they granted that loan. very bad designed statement and unprofessional. my take was I got my savings and I deposited 55K to my smart spend loan but someone interrupted it and pay the same covid account in question and pay it up and reverse the different to my primary account. this is a thievery. when you have huge account bearing interest and you want to reduce it and FNB decides to milk me on that account by redirecting to wrong account- it shows there is no truth in what they do. now they tell me the 55K won't be reversed to my Smart Spend loan as it's undergoing a closure process. how can you close account in dispute? I need this to be sorted out ASAP and the interest on my smart spent is almost R2500.00 monthly. this depict unprofessionalism and ***********. I had a relief from ADT, SBSA, Nedbank and ABSA I've never been granted a loan. they are very clear and smart, why FNB? lets sort this out - I'm not a donor. work your process right and do the right things.