UNSATISFACTORY SERVICE - FNB

I am a client of FNB for more than 30 years now, In 2017 I was assisted by my Private Banker - Selloane Mabunda - with a personal loan of R150 000.00 which was paid monthly by direct debit order to FNB. All went well payment wise and suddenly during 2020 I was informed by a certain Attorney that I was in arrears and this was after an Agent of the bank called me and also told me that I was in arrears on my personal loan which I couldn't understand because then somebody or "the system" did not do their job to offer the debit order for payment - I didn't even bother to check because it is a FNB direct debit order and it should be paid that way - I assume COVID will be the culprit. With all that said, I have arranged with the Agent who informed me that the loan is in arrears to make an extra payment of R500.00 and still I get the messages from the Attorneys and the bank itself that my loan is in arrears. Somebody again did not do her job and now I am reported on the Credit Bureau for FNB's non-deliverance of a simple service...they must just listen to their recordings where I have committed R500.00 extra to pay off the arrears due to their mistake by not debiting it. I have also app**** to pay a lower premium on this loan but according to my contract it is not allowed...the reason for my request was that I cannot make ends meet due to the fact that I am only receiving a small pension from my late husband and I am unemployed and struggle to get employment, but once again I am shot down. So much for being a client of FNB for more than 30 years...