Unfair, robbing system from FNB

I have made an arrangement to pay extra to accommodate arrears for the homeloan. The wife is also paying back the covid relief loan from fnb. Fnb is claiming that they have also included homeloan amount on the loan. So why we are in arrears if they paid. They also failed to explain why they stopped debuting from my account without my concern since i did not app**** for the relief. Sad part we cant get hold of covid people for explanations, homeloan refer us to that department. FNB are not prompt in responding and resolving matters. This treatment is unfair, robbing game.