Relief loan uncer*****y

I have been an FNB supporter for a long time, I enjoy their online banking as well as the benefits of the business banking and accounting software, but currently I am not so sure about them anymore.

I was offered a relief loan to cover my DIRECT axis payments when COVID19 started, which I took, since I had no other option. I was told that the loan would be used to pay off my direct axis monthly premiums while I cannot. Then after a few months Direct axis contacts me, saying that I am in arears, which I did not understand.

After phone calls I was eventually told that the everything is in order, but on my profile I am still in arears,

Then in July I was given a further relief loan to cover the premiums for a few more months, which I accepted... But at the end of July they took a premium from me, which I then had reversed since this was the only money I have to live off.

My question is, what is the relief loan for if they still just deduct the amount of money from my bank account after I was given the indication that I was covered by their relief loan... I checked my profile this morning again... I am now in arears to the value of more than two premiums.

They removed the email address to which you could refer any queries, because they want to force you to use the chat line on the app. Then when you do, the person will tell you that they are not authorized to assist you with the problem, and that you can phone somebody else on a spesific number.

Have anybody thought about the fact that if you currently can't pay your loan premiums you probably also don't have a lot of airtime to pay for phonecalls trying to sort things out that should not have been a problem to start off with.