Poor client service at FNB

Empathy and sympathy. Their COVID relief fund and distribution thereof are very poor. I must thank them for the opportunity and the help up to beginning of August. From 7 August things went terribly wrong, they deducted money given for aid and left me with nothing and in a worse state. The original contract i had with FNB was for an amount of R61181.04 with a monthly premium of R1259.02 re payment, also an interest rate of 7.5%. This means that my total re paid would be R75,541.20. Now they deducted R5917.79, total shortfall of R11652.77. They do not respond at all, did not change our agreement, do not settle the shortfall. E mail was send to FNB and this was forwarded to the COVID relief department. They do not respond, or rectify. I need assistance of either pay me the shortfall,and we leave the repayment as is, or completely revise the contract to actual figures. I also just needed them to respond and acknowledge the problem. This is very poor client service.