poor customer service

I have had two personal loans with FNB that i have been paying since 2020 but since December 2023 I was not able to pay i have been in arrears, i tried to call to make arragenebt but was told that my account has been handed over and could not be assisted they will get back to me but never did , The correct process was not followed before my account was handed over , as i wanted to do an arrangement to continue paying but at-least a less amount . i was never called and explained the process and given an opportunity to do arrangement. i have been a client of FNB for a long time with multiple account , i have made arrangement for credit card and overdraft to unsure that my accounts are paid. i also have an arrangement that i have done on the banking app of R1600 which is what i can afford to pay currently so i am still confused as to what has happened with the account

As a customer going throw financial difficulties i was never treated fairly and will take the issue with bankingombudsman and Consumer Protection Act

hoping my query will be resolved