Rude agent, terrible service, Covid relief

I have been struggling with fnb on the Covid relief. Covid relief firstly paid my devices or charged me for doing so then I get called and told payments are over due. I then have to call 3 different departments to sort this out. I then get approved in August for an additional 3 months Covid relief but now I get a call saying I am outstanding in payment from fnb card devision and on top of that the agent is rude to me and refuses to give me her name or let me speak to her manager and puts the phone down on me and also says I should not be upset. I keep getting the run around and cant seem to get hold of my private banker. This is becoming a huge issue for me and is wasting so much of my time, airtime and energy to just get you to do the job I am paying for. I have been a loyal customer for 20 years but I am now strongly rethinking that decision.