What a disappointment. Below par service FNB to a loyal customer of many years

I have been banking with FNB for many years and I must say they have greatly disappointed me this time around. I have been retrenched, been unemployed for 16 months now. I called them to make arrangements on a Covid loan I have with them and was told I can't, Thulani Simelane said "that's why people have insurance mem, you should have requested for insurance cover" How, when I took that loan during Covid because I needed it, how was I gonna pay for insurance if I couldn't even afford basic needs?? So basically he told me they can't make any arrangements for the loan, the debit will keep bouncing then and I will be charged for the bouncing debit order which is R115 by the way. R115 I do not have at all. I am hugely disappointed FNB