Unhappy with their service they dont know or even understand what they r doing

This is like gambling with pols lives. What kind of a bank promises to help their customers n just withdraw without any explanation. I had a loan account 4 covid relief n was opened a few days later its closed then this month my debts r not paid n no one can explain what is happening I'm been taken from pillar to post I'm worried this is gonna damage my name n my profile at credit bureau. Fnb is full of games. The people I talk to promise to call me back n nothing happens. What must I do escalating takes forever to be solved.