Shocking service and lies

I have never had a problem with FNB until now when this whole Covid-19 Pandemic happened. I app**** for the relief fund in April as we were experiencing salary cuts and I was approved and all went swimmingly as they say. Then came along the extension of lockdown regulations and a continued salary cut til today. I app**** for the extension to the agreement and was approved on the 23rd of July. Now I figured that my personal loan accounts will be covered for that month and the agreement stated that any amount paid will be refunded. So on the 28th my debit orders started going off as the did in the past but by the 2nd of August I still did not receive my refunds. I attempted to contact the bank on the app where I was told to please give it 24hrs. I gave it 48hrs and still nothing. The call was escalated and I was told give it 5 days.. on day 6 still nothing and it was escalated again. the whole of August was a back and forth of phoning and using the secure chat when finally on the 31st of August I finally received my refund. But now because of the refund the loan accounts now show I am in arrears and I am receiving calls everyday to this effect. As per the agreement clauses 4.1.30 - 4.1.32 I am supposed to be covered for this. I am also being charged a surplus for amounts incorrectly stated in the same agreement. I attempted to sort this out on numerous occassions but every department I am transferred to tells me "oh sorry ma'am we cannot assist you need to speak to so and so department, and so I am being shifted from pillar to post. FNB has really been a great bank in the past but from recent experiences of my own and that of personal friends I will NEVER refer anyone to this bank again and I will slowly but surely start moving my accounts away from FNB.