Personal Loan in arrears even with Covid relief in place

Since taking the Covid relief with FNB in May I have experienced nothing but unnecessary stress. Now I keep getting a message on the App that my personal loan is in arrears. How? How FNB? Please tell me how when the loan was meant to cover all my products with you. Only 2 products were covered with you and now my personal loan is in arrears which is going to affect my credit score something that I was trying to avoid when I relief out. Please fix this. I have placed a a request via the online bankers, nothing was done. when I call I'm placed on hold and made to wait till the call goes off.